Alorica

Trainer

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    Alorica

    Trainer

    Alorica Montréal, Quebec

    Sales, purchasing and customer service
    Reference : 138692
    Posted 12 day(s) ago | Still Open
    Permanent Full time As soon as possible

    DESCRIPTION

    Canada-Quebec-Montreal

    Description


    Alorica Customer Care, Ltd., is a global customer service organization, serving the world’s leading companies and best-known brands. With more than 40,000 employees in locations around the world, our people deliver extraordinary service – via phone, email and chat, every day. Embracing a diverse workforce with a shared commitment to deliver outstanding customer service, Alorica offers significant opportunity to build a rewarding career, in a dynamic and customer-oriented environment.






    Ready to start? Chat with us to begin the process now:



    Principal Responsibilities

    • Deliver company approved New Hire and Developmental Training including but not limited to pertinent legislation, Systems, Policies and Procedures, and Microsoft programs.

    • Train new Representatives and low performers including monitoring and 2nd voicing live calls to develop and refine their skills.

    • Update and track various data such as new hire performance and completion of timesheets.

    • Administer progressive discipline to new associates regarding attendance and established performance requirements. Consult with Site Management to administer progressive discipline regarding behavioral issues.

    • When requested, administer periodic testing to associates and track testing results.

    • Participate in projects performed by the Training Department.

    • Deliver training programs for areas of improvement and based on business needs.

    • Ensure employees complete necessary online training programs by maintaining a log of activity.

    • Handle all training for new hires and skills enhancement.

    • Knowledge, understanding, and compliance with all applicable Federal, Provincial, and Territorial laws and regulations relating to job duties.

    • Knowledge, understanding, and compliance with Company policies and procedures.

    • Provide feedback to management concerning possible problems or areas of improvement.

    • Make recommendations to implement improved processes.

    • Perform other duties as assigned by management.



    Qualifications


    • High School Diploma or General Education Development (GED) certificate or equivalent in relevant work experience desired. Bachelor's Degree preferred.

    • 1 year of related experience in training required. 2-3 years of training, program design, or facilitation a plus.

    • Experience with instructional design and development of training programs.

    • Customer service/telesales experience preferred, depending on area of concentration.

    • Experience facilitating a large group of individuals preferred.

    • Must possess strong problem solving skills.

    • Strong coaching and motivating skills.

    • Knowledge of adult learning theories a plus.

    • Ability to conduct training needs assessments to identify deficiencies.

    • Bilingual (English/ French), both oral and written.

    • Ability to analyze training needs and foster a learning environment that promotes continuous improvement.

    • Ability to translate customer services experience into day to day lessons.

    • Ability to coach and motivate both new and experienced employees to perform their duties.

    • Proficient personal computer skills including Microsoft Office including Excel, PowerPoint, and Access.

    • Excellent interpersonal, written, and oral communication skills.

    • Ability to work in a team fostered environment.

    • Ability to work in a multi-tasked environment.

    • Ability to prioritize and organize work.

    • Ability to adapt to a flexible schedule.

    • Ability to travel as necessary.





    Work Environment

    • Office environment.

    • Ability to lift and/or move 20 pounds with or without accommodation.

    • Ability to stand for long periods of time with or without accommodation.



    We offer a competitive salary and comprehensive benefits package, paid time off and a Canadian Pension Plan.



    The Company is compliant with the Accessibility for Ontarians with Disabilities Act (AODA).
     

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