Senior Training and QA Manager- AT&T- Terre Haute, IN - Alorica - Terre Haute, IN

Senior Training Manager- Training and Quality Assurance- (AT&T or Call Center Exp a Plus)

GET TO KNOW ALORICA.

Alorica is one of the biggest companies you’ve never heard of. 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 over 90,000 employees in more than 100 locations around globe.Working at Alorica means having the freedom to explore all kinds of career opportunities. You can choose from several positions – customer service, tech support, management – serving a wide variety of clients in healthcare, insurance, finance and consumer technology. And you can choose to work at a site, work from home, stay where you are or transfer to a totally new location.Alorica offers fun, challenging opportunities for personal and professional development. We want you to have fun and succeed, because when you’re at your best, that’s when we’re at our best.Let’s make lives better. Let’s defy the status quo. And let’s go beyond thinking outside the box – and decide to obliterate the box instead.You ready? Let’s do this.

The Sr. Training Manager is an exempt position reporting to the Regional Director. This position is responsible for hiring, training and supervising a staff of internal trainers. They are responsible for developing and implementing training/nesting programs for the center’s personnel, identifying strategic improvements by analyzing metrics and performance data, and providing feedback to department managers to help correct performance issues.

Responsibilities:

• Directly supervises Trainer/Team Managers/Training Managers. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


• Hires and supervises Trainers/Team Managers/Training Managers in a manner that ensures each is qualified and capable of delivering first rate training/nesting.


• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.


• Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.


• Designs learning strategies to fill needs as identified through analysis and in partnership with Team Managers and Operations Managers.


• Manage Trainer’s performance as they facilitate new hire programs and support the entire client initiative training.


• Ensure all timelines for new hire training, up-training, leadership development and reporting is met.


• Evaluate Trainer’s effectiveness and class management weekly.


• Coach and develop Trainers based on Trainer evaluations, feedback and observation to advance Trainer capability and higher quality of material delivery develop.


• Track and report all observation and feedback.


• Assure each Trainer has a current development plan.


• Analyze and evaluate center training needs to develop recommended modification or improvement to existing training programs, material and curriculum.


• Communicates changes and enhancements by recommendations to leadership and client.


• Support Team Managers to establish and exceed all client and company expectations which would include; schedule adherence, quality of service, billable utilization and other pertinent account performance metrics in the nesting environment.


• Ensure Key Performance Indicators (KPI’s) including Representative Resolve (RR %) are achieved. May directly communicate with clients in the nesting environment.


• Recruit, develop and retain a team of direct reports to ensure they are proficient in their job skills and provide constant follow-up coaching to our Customer Service Representatives (CSR’s).


• Manage information flow between Client Services, Account Management, Operations, Quality Assurance, Training, Payroll, etc. to ensure all client and company goals are attained.


• Participate in a variety of special projects and perform administrative duties as assigned

Qualifications :

• Bachelor’s degree or equivalent directly related work experience


• 3-5 years of proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.


• Solid understanding of training processes and practices for adult learners.


• Advanced in MS Suite products: Word, PowerPoint and Excel. Excel knowledge needs to consist of graphs and tables.


• Good organizational and time management skills are required.


• Ability to establish strong community education ties, develop training materials and apply reason to business problems.


• Proven knowledge of call center operations, customer service and client management.


• Proven experience in call center training and management of training departments


• Minimum of 3 years’ leadership experience, preferably in a call center environment.


• Ability to lead employees and inspire others into action.


• Excellent communication, problem solving, and decision-making abilities.


• Ability to manage time, to balance multiple priorities, coach and develop teams, and set and accomplish goals.


• Intermediate understanding of Internet technologies and supported operating systems.


• Excellent interpersonal, written and verbal communication skills;


• Speak effectively before groups of customers or employees of organization;


• Strong project skills

About Alorica: Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

L ocations:
The preferred office locations are North Sioux City, Terre Haute and El Paso. Also acceptable but not as high on the list is Reno, Niles OH and Spokane.

Job Type: Full-time

Salary: $60,000.00 /year

Job Location:

Required education:

Required experience:

• Training: 3 years


• QA: 3 years


• Manager: 3 years


• Call Center: 1 year


• AT&T: 1 year