Sr. Learning Delivery Manager
Alorica Inc
Employer Active
Posted 8 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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
Desired Candidate Profile
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.
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
Company Industry
- IT - Software Services
Department / Functional Area
- Training
- Learning
Keywords
- Sr. Learning Delivery Manager
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