GET TO KNOW ALORICA
Join a Leader in the Call Center Business!
Alorica is currently seeking motivated individuals to join our valued team of call center agents. Qualified candidates will have strong communication skills, a drive to succeed, and a passion for helping people.
As an Alorica associate, you not only work for our organization—you also work for the clients we serve. A career at Alorica allows you to explore a range of fascinating industries and proudly represent some of the world’s leading brands.
Performs management level work overseeing all aspects of client specific, call-center training. Work is performed under general supervision.
- Manages center training programs and staff and evaluates and delegates work assignments based on needs and scope of work
- Supports call center team and center management team with new programs throughout program development, implementation, and maintenance
- Conducts trainer observations and monitors trainer and trainee performance
- Ensures training expectations of client, center, and corporation are met
- Takes initiation to identify, analyze, report, and address training needs (curriculum design, trends, performance) and collaborates with operations management to prioritize execution based on greatest performance impact
- Ensures all reporting requirements are in compliance with clients and company
- Coordinates with quality department to ensure that all training opportunities are addressed to improve overall performance
- Provides regular training performance results to managers, center operations team, and corporate
- Participates in on-site client review meetings including the development of training programs or interventions
- Assesses and determines training needs, procedural updates, trainee performance, and collaborates with operations, recruiting, and quality to prioritize delivery
- Monitors trainer utilization and oversees work schedule for training teams
- Manages staffing needs, ensuring ratios provide sufficient operational support
- Responsible for coordinating and delivering curriculum for Management Block Training
- Completes and maintains training schedule and calendar of internal remote monitoring sessions with clients to ensure overlap does not occur
- Coordinates with training team to develop new programs, new hire classes for existing programs, and/or changes to programs and makes recommendations to training agenda or curriculum as necessary
- Maintains positive, consistent and effective communication with staff, peers and senior management
- Achieves Master certification and certification of others on the program initiatives per program Statement of Work
- Assists in the strategic development and delivery of ongoing TL, Trainer, Training Assistants and AD training
- Supervises subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring, and development
- Assist other centers as necessary; may involve incremental travel
- Manages against a budget and ensures corporate guidelines are adhered to
- Other duties as assigned
Minimum Education And Experience
- A Bachelors degree from an accredited university or college with major coursework in management, training, education, psychology, or other related field or related years of experience
- Experience (3+ years) in training, delivery, and assessment experience preferred (to potentially include online/virtual classroom delivery in addition to classroom delivery)
- Extensive experience (5+ years) in a call center environment, including a minimum of three (3) years supervisory experience (negotiable based on call center experience)
- Previous telemarketing or telephone service experience
- Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.
Knowledge, Skills And Abilities
- Ability to monitor and record improvements in performance
- Good understanding of business acumen
- Strategic thinker, independent self-starter, capable of detailed analysis and creative problem solving
- Moderate to high degree of computer experience/knowledge
- Demonstrated ability to influence and motivate across all levels of employees in multiple locations
- Superior communication skills: both written and verbal
- Comfortable with and excels in a fast-paced environment with frequently changing priorities
- Looks for opportunities and crafts solutions to drive continuous improvement
- Shows initiation, accountability, flexibility as well as maintains sensitivity in human relations
- Strong aptitude for listening and being able to provide actionable feedback
- Excellent presentation, influence and negotiation skills
- Knowledge of Microsoft Word, Excel, and PowerPoint and overall moderate to high PC proficiency
Equal Opportunity Employer - Veterans/Disabled
