**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