Training Director EMEA (Cairo-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

Manage the planning, development, implementation, and measurement of training programs globally. Establish and execute strategic and tactical activities related to company-wide training programs. Responsible for analysis and post-training assessments to link training facilitation and curriculum effectiveness to key performance indictors and processes. Implement post-training strategies designed to improve and maintain performance expectations.

Key responsibilities

• Plan, manage, and ensure training delivery (New Hire + Ongoing).
• Partner with all internal stakeholders and partners to support revenue growth and demands from the business.
• Conduct and lead detailed gaps & needs analysis to identify learning objectives and post-training assessment initiatives for the program.
• Plan and conduct detailed performance and compliance-to-plan reviews. Lead special projects related to new business developments that require specialized training attention
• Ensure consistency of training design, delivery and execution; proactively provide relevant feedback, suggestions and best practices to improve results
• Create and report business information and metrics as mandated and perform other duties as assigned.

Requirements

• 5+ years of experience in a people management role (manager level, not supervisor) within Operations or Training; experience in both areas is preferred.
• Strong understanding of contact center operations and key performance metrics, including AHT, CSAT, FCR, and related KPIs.
• Proven experience leading training teams across multiple sites, countries, or regions.
• Demonstrated ability to develop and execute strategic plans while managing complex projects and initiatives.
• Strong stakeholder management, communication, and influencing skills, with the ability to collaborate effectively across functions and leadership levels.
• Willingness and ability to travel as business needs require. Schedule flexibility.
• Experience leading training initiatives for new site launches and/or scaling training functions to support organizational growth.