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Alorica Manager Learning Delivery in Virtual, United States

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

• Designs, develops and delivers technical, sales, and soft skills training based on client and staff needs.

• Conducts trainer observations and monitors trainer and trainee performance.

• Ensures training meets quality standards and expectations of client, center, and corporation.

• Works with program operations and general management teams to address training needs, methods, curriculum, and effectiveness.

• Works with Sales management to address any sales training needs

• Manages all reporting requirements for client, program and corporation.

• Evaluates and delegates work assignments based on training needs and scope of work.

• Supports sales team and center management team with new programs throughout program development, implementation and maintenance.

• Consults with operations, talent acquisition, and quality to determine training needs, procedural updates, trainee performance, and attend calibration sessions and monitoring sessions, etc.

• Manages staffing needs and ensure ratios are maintained to provide effective operational performance.

• Participates in on-site client review meetings including the development of training programs.

• Makes recommendations to training agenda or curriculum, as necessary.

• Attends internal calibration sessions to ensure program compliance and balance.

• Maintains positive, consistent and effective communication with staff, peers and senior management

• Supervises subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring.

OTHER RELATED DUTIES

• Provides status updates to Senior Manager on training outcomes and programs.

• Manages training supplies to ensure budgetary compliance.

• Assist other centers or programs, as necessary.

• Perform other duties as assigned by Senior Manager or Director.

• Manages costs and ensures corporate guidelines are adhered to.

Minimum Education and Experience:

• Preferred: A Bachelor’s degree from an accredited university or college with major coursework in management, training, education, psychology, or other related field / Associate's Degree

• Extensive experience (7+ years) in a call center environment, including a minimum of three (3) years supervisory experience;

• Significant experience (3+ years) in training design, delivery, and assessment experience

• Some previous telemarketing or telephone service experience.

• Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.

Knowledge, Skills and Abilities:

• Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice

• Ability to monitor and record improvements in performance.

• Ability to provide feedback and demonstrate a variety of coaching methods.

• Good understanding of business acumen

• Independent thinker

• Computer experience/knowledge

• Demonstrated ability to influence and motivate across all levels of employees in multiple locations

• Superior communication skills: both written and verbal

• Excellent listening skills

• Excellent presentation skills

• A wide degree of creativity and latitude is expected

• Knowledge of Microsoft Word, Excel, and PowerPoint

Work Environment:

• Constant work performed in a climate-controlled training/classroom environment

• Some work performed on a call-center production floor

Physical Demands:

• Frequent standing

• Frequent sitting

• Frequent use of hands

Equal Opportunity Employer – Veterans/Disabled

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