JOB DESCRIPTION
GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Performs responsible supervisory work educating, testing, and coaching new hires to a specified account using curricula and materials specialized to a particular account. Direct supervision is exercised over subordinate personnel.
JOB RESPONSIBILITIES
- Conducts new hire, program revision and remedial training following instructional guides
- Evaluates trainee performance
- Provides written evaluations of employee performance to management as required
- Maintains positive, consistent communication with departments and corporate staff
- Reports on progress of assigned projects to Training Manager
- Maintains ongoing dialogue with department heads as needed
- Maintains accurate training records
OTHER RELATED DUTIES
- Perform other duties as assigned
QUALIFICATIONS
Minimum Education and Experience:
- Possession of a High School Degree, GED or other equivalent education; Associates degree preferred
- Two (2) years’ experience in training and/or customer call center experience
- You have experience providing support in a contact center environment
Knowledge, Skills and Abilities:
- Demonstrated knowledge of adult learning techniques and best practices in training delivery
- Demonstrated knowledge of specific account provisions, products, and policies
- Ability to communicate effectively both orally and in writing
- Excellent listening skills
- Demonstrated proficiency of presentation skills
- A wide degree of creativity and latitude is expected
- Knowledge of Microsoft Word, Excel, and PowerPoint
Team / Leadership Skills:
- You have a team player attitude
- You promote a positive work environment
- You thrive in a fast-paced environment and handle change well
- You have a collaborative approach to problem solving and like sharing feedback
- You understand the value of your individual impact on the team and company's success
Analytical Skills:
- You have critical thinking and problem-solving skills
Organizational Skills:
- You demonstrate initiative and the ability to multitask and effectively prioritize
- You work well under pressure of meeting team productivity goals; successful candidates must be willing to meet service level and contact per hour commitments
- You understand and accept schedule adherence in a contact center environment
- You have excellent time management skills and understand the value of circling back with a customer even just to let them know you are still looking into their issue
Behavioral Competencies:
- You can adhere to work schedules, as well as the flexibility to work overtime when needed
Work Environment:
- Ability to work in a fast paced, ever changing environment
Physical Demands:
- Some domestic travel
- Ability to stand while conducting training classes
- Ability to travel to centers to deliver training or to monitor, evaluate and coach team members
If you are interested, please send us your CV in English.
Applications will be processed in strict confidentiality.
Only short-listed candidates will be contacted.
The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.
