JOB SUMMARY

Develops and administers training programs for employees, assesses training and development needs for the organization, helps individuals and groups develop skills and knowledge, creates training manuals, presents in-person training sessions, monitors training for effectiveness.

The Training Manager is responsible for interviewing new hires for the trainer role, training, retaining, and developing their respective Trainer team members. The Training manager is responsible for employees’ satisfaction and development. Enhancing the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving quality of service, communication skills and work process knowledge.

Training Manager supports the Operations Managers and all other company departments in identifying areas of improvement and running training programs.

KEY JOB RESPONSIBILITIES

Build, Lead and support a high performing Team of engaged and capable Trainers to deliver excellent quality result and reporting accuracy through meeting and exceeding agreed performance standard. Conducts trainer observations and monitors trainer and trainee performance. Facilitate coaching and development of trainers. 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. 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. Administer company policies, best practices, and standard quality procedure to facilitate performance that exceeds client expectations. Provide support to operation by keeping strong relationship between the training team and the leadership staff. Client weekly business review preparation as well as communication on quality performance. Understand Client Business in terms of Operation, minimum needs, and Targets. Provides status updates to Senior Manager on training outcomes and programs. Manages training supplies to ensure budgetary compliance. Oversees training programs that include web-based seminars, printed manuals, group sessions, training videos, and more Determines training needs and requirements for an organization or group by meeting with managers, talking with employees, or administering surveys Reviews existing training materials produced by the clients or Alorica trainers to determine appropriateness and relevance Modifies or creates course materials and training manuals to meet specific training needs Creates training modules as and when required. Prepare and publish product/process documents Prepares and analyzes KPIs for assessing the performance and effectiveness of training. Is responsible and maintains an updated inventory of any equipment and devices used for training and learning activities, for the company and the company’s clients. Completes all given tasks within the time specified. REQUIREMENTSFluency in EnglishA minimum of 6 months of experience with AloricaA minimum of 2 years of experience in a trainer role or other similar roles related to teaching.No PIP or disciplinary issues in the last 6 monthsStrong knowledge of contact center operations.Ability to address all concerns in a consistent and fair manner.Possessing the skills to bring out the best in others to achieve maximum performance.Ability to prioritize and organize work in a multitasked environment.Ability to maintain the highest level of confidentiality.Proficient personal computer skills including Microsoft Office.Excellent interpersonal, written, and oral communication skills.Excellent presentation skills.Excellent judgment, reasoning, and problem-solving skills

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.