Training Manager

GET TO KNOW ALORICA At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.                                                                                                                                                                                                                                    JOB SUMMARY                                                                                                                                                                                                                                                                                                                                       o Designs, develops and delivers technical, sales, and soft skills training based on client and staff needs. o Conducts trainer observations and monitors trainer and trainee performance. o Ensures training meets quality standards and expectations of client, center, and corporation. o Works with program operations and general management teams to address training needs, methods, curriculum, and effectiveness. o Works with Sales management to address any sales training needs o Manages all reporting requirements for client, program and corporation. o Evaluates and delegates work assignments based on training needs and scope of work. o Supports sales team and center management team with new programs throughout program development, implementation and maintenance. o Consults with operations, talent acquisition, and quality to determine training needs, procedural updates, trainee performance, and attend calibration sessions and monitoring sessions, etc. o Manages staffing needs and ensure ratios are maintained to provide effective operational performance. o Participates in on-site client review meetings including the development of training programs. o Makes recommendations to training agenda or curriculum, as necessary. o Attends internal calibration sessions to ensure program compliance and balance. o Maintains positive, consistent and effective communication with staff, peers and senior management o Supervises subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring. OTHER RELATED DUTIES                                                                                                                                                                                                                                                                                                                             o Provides status updates to Senior Manager on training outcomes and programs. o Manages training supplies to ensure budgetary compliance. o Assist other centers or programs, as necessary. o Perform other duties as assigned by Senior Manager or Director. o Manages costs and ensures corporate guidelines are adhered to.  JOB REQUIREMENTS                                                                                                                                                                                                                                                                                                                 Minimum Education and Experience: o A Bachelor's degree from an accredited university or college with major coursework in management, training, education, psychology, or other related field. o Extensive experience (7+ years) in a call center environment, including a minimum of three (3) years supervisory experience;  o Significant experience (3+ years) in training design, delivery, and assessment experience o Some previous telemarketing or telephone service experience. o Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills. Knowledge, Skills and Abilities: o Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice o Ability to monitor and record improvements in performance. o Ability to provide feedback and demonstrate a variety of coaching methods. o Good understanding of business acumen o Independent thinker o Computer experience/knowledge o Demonstrated ability to influence and motivate across all levels of employees in multiple locations o Superior communication skills: both written and verbal o Excellent listening skills o Excellent presentation skills o A wide degree of creativity and latitude is expected o Knowledge of Microsoft Word, Excel, and PowerPoint Work Environment: o Constant work performed in a climate-controlled training/classroom environment o Some work performed on a call-center production floor  Physical Demands: o Frequent standing o Frequent sitting o Frequent use of hands Requisition ID: 135573
Salary Range: NA
Minimum Qualification
8 - 10 years

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