At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and collections, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
Design, develop and implement instructional materials and learning programs for all functional groups throughout the organization. Participate fully in the instructional design cycle, using and recommending technology based tools to improve the instruction integrity of the organization’s learning assets.
Design and develop instructor led training program and online help for call center applications.
Develop and facilitate learning through a variety of delivery methods to develop participants’ skill sets; training methodologies may include classroom instruction, on-line learning, hands-on labs, peer to peer coaching and team meeting trainings or conference calls.
Observe all employees during training, manage and report issues to their manager; this includes role modeling the core competencies, skills and behaviors of a company leader, tracking attendance, reporting inappropriate behavior and documenting performance.
Visit assigned client sites to conduct analysis with the customer to determine their specific needs while recommending a performance enhancement solution.
Analyze program KPIs, reports and scorecards to determine program needs. Design and deliver learning curriculum and programs that include new hires, skill enhancement training and other curriculum as assigned.
Knowledge, skills & other characteristics
Proficient with Microsoft Office tools including Publisher, Visio, Word, Excel, PowerPoint and Outlook.
Captivate adult learning technique.
Interactive learning media.
3 years’ experience.
Detail-oriented project management skills with an emphasis on prioritization and attention to multiple deadlines.
Previous experience as an Instructional Designer, writing scenario-based, narrative-driven, interactive, multi-media based and virtual instructor-led courseware.
Experience with ADDIE or other instructional system design models. Experience with courseware rapid development, Adobe Creative Suite, distance learning tools, virtual classroom platforms and learning management systems.