Learning Delivery Manager

LEARNING DELIVERY MANAGER

Location : El Paso

Employment Type : Full Time

Reporting to : Learning Delivery Director

For Internal Candidates:

• Must not be on any corrective action or performance plans

• Must have held your current position for 6+ months

ABOUT US

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.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

HERE’S WHAT THE JOB REALLY LOOKS LIKE

Performs management level work overseeing all aspects of client specific, call-center training. Work is performed under general supervision.

HOW YOU’LL MAKE AN IMPACT

• 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

WHAT YOU’LL ACTUALLY DO

• 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

WHAT’LL SET YOU UP FOR SUCCESS

• 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

WHY ALORICA?

Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.

TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.

What We Offer:

• Competitive base pay with performance-driven incentives

• Comprehensive benefits including medical, dental, vision, and 401(k)

• Career development through Alorica Academy's open-access courses

• Real opportunities to grow within a global organization

• Access to our employee assistance program

• A collaborative, inclusive culture where innovation happens

Our Values

Bold – We challenge conventions and take smart risks

Relentless – We deliver results, no matter what it takes

Connected – We work as One Alorica because we're stronger together

True – We show up as our authentic selves, every single day

Ready to Join Us?

If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk.

Apply today!

Equal Opportunity Employer – Veterans/Disabled

DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.

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Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.