Training Manager

    Alorica Inc.
    Cutler ridge, FL
    Full-time, Part-time
    Similar jobs pay $33.46 - $56.17

    Job Description

    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.

    • 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.


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

    Posting ID: 552620401Posted: 2020-05-27