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