SummaryManage all aspects of training for one or more contact center locations. Plans, develops, and manages activities associated with the training and development of contact center Agents, Trainers, and Operations Management within company guidelines and client expectations. Ensures all client training deliverables are completed and will work across sites to ensure consistency in client training approaches. evaluate, support, and coach Trainers to deliver interactive training sessions using the company’s training methodology.Essential Duties & ResponsibilitiesResponsible for managing multiple Trainers at one or more contact center locations to effectively deliver all client and company required new hire and ongoing training.Ensures consistency of client training delivery within and across sites. Responsible for sharing and implementing best practices which drive consistency.Calibrates with Quality department and is effective in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and employees.Interview, hire, train, and mentor Training staff to support the needs of assigned location(s).Coordinates resources with Operations and Human Resources for all requested new hire training class demands, including assignment of Training staff and coordinating logistics to ensure a seamless process for new hires. Coordinates client and company compliance training as required.Responsible for overseeing Academy Bay (A-Bay) and ensures all required training modules and assessments, Coaching for Results sessions, support ratios, staff certification, and graduation quality standards are adhered to.Verifies all new hire graduation standards are met before releasing agents to A-Bay and/or Operations.Ensures all Training staff members are certified and have completed all client and company required certification courses.Maintains records and evaluates statistical reports to evaluate performance of trainers and implement action plans to correct performance deficiencies. Provides frequent coaching sessions to review performance, survey results and develop skills.Reinforces the company’s training methodology (i.e., TIPS - Teach, Illustrate, Practice, and Simulate) adult learning principles in all new hire and reinforcement training events.Builds and incorporates client role play scenarios into the new hire training materials and develops trainers to be effective and engaging facilitators.Assess effectiveness of client programs and interfaces with clients for new and existing training initiatives.Analyzes training needs, identify appropriate training solutions, and partner with Operations for new training programs and reinforcement training.Ensures trainers complete required phone time handling agent-level calls to maintain knowledge of program(s).Makes recommendations to the client for curriculum and training approach improvements.Work with operations to create value added training sessions and materials to meet company and client expectations.Partner with Workforce Management, Operations Management, and Recruiting to design and execute staffing ramps during seasonal peak call times.Deliver training to management level audiences, including areas such as processes and systems, policies and procedures, behavioral coaching and mentoring, time management, leadership development, etc.Drives adherence to Operations Playbook standards.Creates a disciplined training organization that mirrors operations and ensures all policies and procedures are correctly managed during new hire training.Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.Perform other duties as assigned by management.Qualifications & RequirementsEducation:Bachelor’s Degree or equivalent in relevant work experience.Experience:4 years related training/operations experience, inclusive of 1+ years directly managing staff required.5+ years related training/operations experience preferred.Extensive work experience as a Trainer preferred.Internal or external training experiences in a service industry, call center environment preferred.Knowledge, Skills, Abilities & Other Characteristics:Extensive and demonstrable knowledge of computer software programsAbility to provide thought leadership and recommendations for future training goals.Ability to utilize necessary Audio/Visual equipment for presentation delivery.Ability to utilize virtual platforms.Ability to lead, direct, and motivate others.Excellent interpersonal, written, and oral communication skills.Ability to prioritize and organize work in a multitasked environment.Ability to adapt to a flexible schedule.Ability to maintain the highest level of confidentiality.Manages a large number of trainers in one or more sites.Ability to travel with little advanced notice.Ability to stand for long periods of time with or without accommodation.
ABOUT ALORICA PHILIPPINESAlorica is a leading provider of Business Process Outsourcing solutions that span the entire customer lifecycle.Here’s the deal – we think serving clients is awesome. And that’s why, when it comes down to it, we really only do one thing – we make lives better…one interaction at a time.THE PHILIPPINES – OUTSTANDING OUTSOURCINGThe Philippines has consistently proven to be an exceptional location for the outsourcing industry. High proficiency in English, an educated workforce, robust and reliable technology infrastructure and lower operational costs all contribute to the nation’s reputation as a market leader.THE ALORICA PHILIPPINES FOOTPRINT30,500 employees. 17 sites. 12 cities. Three regions.INDUSTRIES WE LOVE. INDUSTRIES WE SERVE.Automotive | Technology | Healthcare & Insurance | Retail & E-Commerce | Financial Services | Media & Entertainment | Travel & Transportation
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