Manager, Training

Job Summary

The Manager, Training is responsible for client relationships and the execution of client expectations within the training environment. They identify training needs, create strategic plans, evaluate training programs, and implement improvements.

Responsibilities

• Supervise and develop the work of direct reports through coaching sessions, training class observations, triads, attendance, scorecards, and corrective actions.
• Analyze and report training effectiveness through agent life cycle performance: New Hire, Grad School, and 0-30 production.
• Create a governance process to ensure compliance to client training requirements including certifications, facilities, communications, training support, etc.
• Communicate data-driven findings, feedback, and recommendations using various data references such as attrition report, training satisfaction report, trainer observation and coaching report, training dashboard, QA report, etc.
• Conduct curriculum standard reviews and recommend necessary training interventions based on identified gaps.
• Administer and lead learning solutions by applying learning principles and instructional design methodologies.
• Support the development and certification of Training staff by managing client certifications, trainer capacity needs, and internal ResultsCX Leadership development.
• Collaborate with Quality Assurance Leaders to develop training solutions and projects.
• Build lasting relationships with clients by attending and contributing to meetings and calibration sessions, participating in projects and initiatives.
• Determine training needs and resources with Operations, Talent Acquisition, and Workforce Management.
• Develop new training courses/modules/huddle guides associated with new products/services and/or operational performance opportunities.
• Partner with cross-functional teams to influence performance and drive results.
• Manage trainers and associate trainers where the trainer-to-leader ratio is below minimum expectations and client requirements are heightened.

Requirements

• A Bachelor’s degree in Training, Social Sciences, Organizational Behavior, or related field. Industry experience may substitute for degree.
• A minimum of 1-2 years of successful experience leading training organizations.
• Excellent communication (oral and written) and presentation skills.
• A well-developed understanding of Adult Learning Theories and generational strategies.
• The ability to lead teams and manage individual performance.
• Excellent consulting skills, including critical thinking, problem solving, decision making, and influencing.
• Excellent organization skills and ability to multi-task in a dynamic, fast-paced environment.
• The ability to work independently with minimal supervision, but also in a team environment.
• Strong computer and software skills; proficient in Microsoft Office: Word, Excel, and PowerPoint.
• Experience with Learning Management Systems (LMS) and/or authoring tools is highly desired but not required.
• Ability to travel as needed.

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty for brands, improve efficiency, and reduce costs. With a 30+-year track record and over 20 geographic hubs, we have approximately 20,000 colleagues worldwide. Our core expertise includes actionable analytics, CCaaS, and SupportPredict AI-powered digital experience platforms. ResultsCX hires based on talent and merit, and we never request monetary or personal financial details during the recruitment process.