Alorica Philippines - Team Manager
Eton Centris, Quezon Avenue, Diliman, Quezon City, Metro Manila, Philippines
At Alorica, we value the growth and learning of our people, and we strive hard to give them world-class training and mentoring. As a trainer, you will have a big impact on the career of our new hires.
As a Trainer:
You will conduct client program training and reinforcement training for new hires. You will also guide our newbies in their A-bay training up to their nesting period.
In greater details, here are the tasks that you will be responsible for:
Responsible for the delivery of consistent high-quality client training programs by embracing the Company’s training methodology.
Facilitate alignment to the training approach and adheres to the Company’s onboarding, New Hire Training, and A-Bay playbook standards.
Supervise agents through training classes and A-Bay and assist in the successful integration of agents into Operations. Manages policy and procedure concerns through the administration of corrective action up to and including termination.
Oversee agent performance management by evaluating performance and delivering Coaching for Results (CFR) coaching in New Hire Training and A-Bay. Appropriately document agent performance through maintenance of communication logs noting progress, assessment scores, etc.
Responsible for administering training surveys at the end of New Hire Training and A-Bay to measure and report on the effectiveness of training and agent preparedness; receives feedback and continuously improves upon training delivery.
Assesses training needs and learning styles and customizes training approach to be the most effective based on the audience and training content. Utilizes and/or designs role-play scenarios to drive job simulation practice.
Comply & participate in the Company’s Trainer Coaching and Development Program and complete action plans created to focus on trainer performance improvement & grow job skills.
Evaluate and recommend training content improvement
Provides additional one-on-one training and coaching support to agents that need additional focus.
Here are the qualifications that is nice to have:
Minimum of 1-2 years of experience in call center operations and/or prior experience in customer service and training experience in a service industry required; BPO/call center experience preferred
Technical/ Customer support representatives with 3 years of experience in the same company can be considered
About Alorica Philippines
Read more about Us
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 50,000 employees in 73 locations across the globe. Intrigued? Learn more at www.alorica.com
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