Sr. Learning Delivery Manager

• Manages center training programs and staff and evaluates and delegates work assignments based on needs and scope of work
• Supports call center team and center management team with new programs throughout program development, implementation, and maintenance
• Conducts trainer observations and monitors trainer and trainee performance
• Ensures training expectations of client, center, and corporation are met
• Takes initiation to identify, analyze, report, and address training needs (curriculum design, trends, performance) and collaborates with operations management to prioritize execution based on greatest performance impact
• Ensures all reporting requirements are in compliance with clients and company
• Coordinates with quality department to ensure that all training opportunities are addressed to improve overall performance
• Provides regular training performance results to managers, center operations team, and corporate
• Participates in on-site client review meetings including the development of training programs or interventions
• Assesses and determines training needs, procedural updates, trainee performance, and collaborates with operations, recruiting, and quality to prioritize delivery
• Monitors trainer utilization and oversees work schedule for training teams
• Manages staffing needs, ensuring ratios provide sufficient operational support
• Responsible for coordinating and delivering curriculum for Management Block Training
• Completes and maintains training schedule and calendar of internal remote monitoring sessions with clients to ensure overlap does not occur
• Coordinates with training team to develop new programs, new hire classes for existing programs, and/or changes to programs and makes recommendations to training agenda or curriculum as necessary
• Maintains positive, consistent and effective communication with staff, peers and senior management
• Achieves Master certification and certification of others on the program initiatives per program Statement of Work
• Assists in the strategic development and delivery of ongoing TL, Trainer, Training Assistants and AD training
• Supervises subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring, and development
• Assist other centers as necessary; may involve incremental travel
• Manages against a budget and ensures corporate guidelines are adhered to
• Other duties as assigned

• A Bachelors degree from an accredited university or college with major coursework in management, training, education, psychology, or other related field or related years of experience
• Experience (3+ years) in training, delivery, and assessment experience preferred (to potentially include online/virtual classroom delivery in addition to classroom delivery)
• Extensive experience (5+ years) in a call center environment, including a minimum of three (3) years supervisory experience (negotiable based on call center experience)
• Previous telemarketing or telephone service experience
• Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.

• Ability to monitor and record improvements in performance
• Good understanding of business acumen
• Strategic thinker, independent self-starter, capable of detailed analysis and creative problem solving
• Moderate to high degree of computer experience/knowledge
• Demonstrated ability to influence and motivate across all levels of employees in multiple locations
• Superior communication skills: both written and verbal
• Comfortable with and excels in a fast-paced environment with frequently changing priorities
• Looks for opportunities and crafts solutions to drive continuous improvement
• Shows initiation, accountability, flexibility as well as maintains sensitivity in human relations
• Strong aptitude for listening and being able to provide actionable feedback
• Excellent presentation, influence and negotiation skills
• Knowledge of Microsoft Word, Excel, and PowerPoint and overall moderate to high PC proficiency

Alorica