Alorica Sr. Training Manager in Plantation, Florida

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 Performs professional level management training and facilitation of account specific and general leadership curriculum; develops and measures performance of outcomes. Direct supervision is exercised over training participants. Leads a Regional of three to four sites developing and measuring performance of outcomes.

RESPONSIBILITIES • Provides oversight and leadership to the new employee experience process including nesting

• Day to day functional activities of Regional training support including performance management

• Utilizing data and observation, conducting needs assessments to determine the developmental needs of management team members

• Makes recommendations for program development or delivery to address needs

• Measures the impact of training programs by conducting evaluations and focus group meetings

• Identifies gap/need assessments and design/develop training materials to support clients

• Creates and manages a robust quarterly schedule of programs to include both instructor led and on-line training opportunities

• Develops training/development interventions that address the needs of the management team members and which will supplement the curriculum

OTHER RELATED DUTIES • As needed creates documentation/training material not currently in existence

• Acts as liaison between Training and Operations counterparts to obtain updates and support for new product development needs

• Other duties as assigned

JOB REQUIREMENTS

  • Minimum Education and Experience:*

• BS/BA degree with a concentration in human resources, training and development, education or instructional design or other related field

• Through experience (5+ years) in the call center industry

• Minimum of two (2) years training environment and/or course curriculum development role

• Some prior experience managing and directing people

  • Knowledge, Skills and Abilities:*

• Demonstrated knowledge of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practices

• Ability to effectively manage multiple projects simultaneously

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

• Ability to communicate effectively both orally and in writing

• Ability to build and maintain positive working relationships

• Excellent listening skills

• Excellent presentation skills

• A wide degree of creativity and latitude is expected

• Demonstrated proficiency in Microsoft Office Desktop Applications (Microsoft Word, Excel, and PowerPoint)

Work Environment:

Ability to work in a fast paced, ever changing environment

Physical Demands:

Position may require up to 50% travel

Ability to sit at the PC for extended periods of time

Ability to stand while conducting training classes

Ability to travel to centers to deliver training or to monitor, evaluate and coach team members.

ABOUT ALORICA

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.