Training Manager (León-based)

Alorica is a leading provider of customer experience solutions, helping the world’s most respected brands deliver exceptional customer service. With operations in over 16 countries and a global workforce of more than 100,000 employees, we specialize in creating personalized interactions across voice, chat, social media, and other digital channels.

At Alorica, we’re driven by a passion for people—both our clients and our employees. Our mission is simple: to make lives better—one interaction at a time. We offer a dynamic, inclusive, and supportive work environment where growth and development are encouraged, and where every voice matters.

Whether you're looking to start your career or take the next big step, Alorica offers opportunities to learn, grow, and thrive while making a meaningful impact.

Summary

Perform management level work overseeing all aspects of client specific, call-center training. Work is performed under general supervision. General supervision is exercised over subordinate personnel.

Key responsibilities

• Design, develop, and deliver technical, sales, and soft skills training based on client and staff needs.
• Conduct trainer observations and monitors trainer and trainee performance.
• Ensure training meets quality standards and expectations of client, center, and corporation.
• Work with program operations and general management teams to address training needs, methods, curriculum, and effectiveness.
• Manage all reporting requirements for client, program and corporation.
• Evaluate and delegates work assignments based on training needs and scope of work.
• Maintain records and evaluates statistical reports to evaluate performance of Learning Specialists and implement action plans to correct performance deficiencies. Provides frequent coaching sessions to review performance, survey results and develop skills.
• Perform other duties as assigned by management.

Requirements

• At least 2 years of experience in a supervisory role, along with 2 years of training experience within the BPO industry.
• Advanced English level.
• Experience in training design, delivery, and assessment experience and strong interpersonal and presentation skills coupled with exceptional written and verbal communication. Strong process orientation skills and project management abilities.
• Schedule flexibility and open work on-site are required.
• Candidates must be willing to relocate to León, Guanajuato.