Client Delivery Training Manager

The Client Delivery Training Manager ensures training needs supporting business and client requirements are consistently met. The Account Training Manager has direct communication lines with Account Executives and Vice President of Account Operations.

In this role you will:

Lead all training activities within the assigned sites and serve as the corporate subject matter expert for the line or lines of business assigned.Support the development and certification of Training Professionals by leading client- and corporate required training.Ensure successful execution of Results corporate standard programs including New Hire Orientation and Grad School at all assigned sites.Work collaboratively with Account Executives and Client Managers to ensure training material process and currency, communicate learning needs, develop and improve training products and processes.Provide reporting on training completion and performance.Work collaboratively with the Manager of Quality and Customer Experience and the FACT to develop training solutions and projects identified through evaluation, observation or other data gathering process.Participate in client meetings and calibration sessions, monitor calls randomly to evaluate agent performance.Regularly visit assigned sites for live training observations, inspection, and validation of performance and successful execution of training processes.

We are looking for someone who has:

A Bachelors degree in Training or related field.3+ years of experience leading training organizations.Highly developed skills in facilitating training.A well-developed understanding of Adult Learning Theories, generational strategies.The ability to lead teams and measure individual performance.Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing.Superior written and verbal communication skills.Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint.Experience with Learning Management Systems.The ability to travel, sometimes on short notice, up to 40% of time.

For three decades, ResultsCX has been a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty levels brands need to thrive and grow while improving efficiency and reducing costs. ResultsCX’s track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 30 locations and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), process automation, and our own SupportPredict digital engagement software as a service (SaaS).