Sr. Training Manager

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.

Key Responsibilities

- Implement and maintain a regional STP strategy to increase speed to proficiency and potential cost savings in strategic Alorica accounts.
- Perform STP diagnostics such as identifying top call drivers and defects and determining root cause analysis.
- Collaborate with stakeholders to drive continued regional performance improvements and compliance with STP playbook. Ensure regional speed to proficiency dashboards are accurate.
- Maintain all STP related documentation including playbooks, supporting documentation and training materials

Requirements

- Minimum of 3+ years call center experience operations (business analyst or performance consulting experience). Adult learning experience in a corporate environment.
- Advanced English and Spanish level.
- Ability to travel up to 50%.
- Strong proficiency in MS Office applications: Excel, PowerPoint, Word, Outlook.
- Ability to adapt to a flexible schedule.

Location:AloricaJuan Diaz, Panama.