Learning Delivery Manager

Manage all aspects of Product Training for one or more BPO center locations in country or the region. Plans, develops, and manages activities associated with the LOB training and development of BPO center Agents, Learning Specialists, 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 Learning Specialists to deliver interactive training sessions using the company’s training methodology.

JOB DUTIES

• Responsible for managing multiple Learning Specialists and/or Learning Delivery Supervisors at one or more BPO center locations (in 
• country or regionally) to effectively manage delivery 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.
• Interview, hire, train, and mentor Learning Delivery staff to support the needs of assigned location(s).
• Coordinates resources with Operations, WFM and Talent Acquisition for all requested new hire training class demands, including
• assignment of Training and Language training staff, training rooms, and coordinating associated Logistics to ensure a seamless 
• process for new hires.
• Coordinates client and company compliance training as required.
• Responsible for overseeing compliance of A-Bay Playbooks processes and procedures adhering to set standards.
• Ensures all Training staff members are certified and have completed all client and company required.
• Maintains records and evaluates statistical reports to evaluate performance of Learning Specialists and implement action plans to 
• correct performance deficiencies. Provides frequent coaching sessions to review performance, survey results and develop skills.
• Assess effectiveness of client programs and interfaces with clients for new and existing training initiatives; Makes recommendations to 
• the correctly managed during new hire training 

ADDITIONAL JOB DUTIES

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management

MINIMUM EDUCATION AND EXPERIENCE:

• Bachelor's Degree or equivalent work experience required
• Master’s/Advance Degree Preferred
• Preferably 1+ year managing staff and/or teams. Proven experience as a Learning Specialist.
• Training Management and/or BPO management in related field preferred.

KNOWLEDGE, SKILLS, ABILITIES & OTHER CHARACTERISTICS:

• Excellent written, verbal and interpersonal communication skills.
• Ability to multi-task and adapt to change.
• Proven track record of meeting or exceeding customer experience and financial objectives
• Ability to maintain the highest level of confidentiality.
• Strong analytical and presentation skills.
• Proven track record in a metric focused environment.
• Strong process orientation skills and project management abilities.
• Excellent leadership and organizational skills

Career Level Attributes: M1

• General Profile: Supervises the daily activities of business or technical professional team members. Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors. Problem solving is guided by policies and procedures; receives guidance and oversight from manager. Does not typically perform the work supervised.
• Functional: Requires understanding and application of procedures and practices within own area and basic knowledge of other areas.
• Business Expertise/Acumen: Understands how the team relates to other closely related teams to improve efficiency
• Leadership: Has formal supervisory responsibilities; sets priorities for and coaches associates to meet deadlines and deliverable.
• Problem Solving: Uses judgment to identify and resolve day-to-day problems.
• Impact: Impacts the level of service and the team’s ability to meet quality, volume, and timeliness objectives within their area. Guided by local business needs and established practices.
• Interpersonal Skills: Uses tact and diplomacy to exchange information and address sensitive issues.

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.