Learning Delivery Manager at Alorica Philippines

Makati, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

16 Sep, 26

Salary

0.0

Posted On

18 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Training Management, Staff Mentoring, Curriculum Development, Adult Learning Principles, Performance Evaluation, Stakeholder Management, Resource Coordination, Facilitation, Coaching, Strategic Planning, Compliance Training, Operational Leadership

Industry

Outsourcing and Offshoring Consulting

Description

Essential Duties & Responsibilities • Responsible 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. EOE Minorities/Females/Protected Veterans/Disabled Page 1 of 3 Job Description • 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.

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Responsibilities

Manage training delivery and staff across one or more contact center locations to ensure consistency and quality in new hire and ongoing training. Partner with operations and clients to develop curriculum, analyze training needs, and drive adherence to operational standards.