Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:
• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO
Vision Statement
Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.
Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.
The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
Position Overview
The Account Training Manager ensures Training needs supporting business and client requirements are consistently met. The Global Training Manager has direct communication lines with Account Executives and Vice President of Account Operations.
Duties and Responsibilities
- Leads all training activities within the assigned sites and serves as the corporate subject matter expert for the line or lines of business assigned
- Ensures Training needs are consistently met at all assigned sites
- Supports the development and certification of Training Professionals by leading client- and corporate required training
- Using Results standard processes and methodology, evaluates learning effectiveness within the classroom through a program of regular observation of Training Professionals and through reviewing their performance data
- Ensures successful execution of Results' corporate standard programs including New Hire Orientation and Grad School at all assigned sites
- Works collaboratively with Account Executives and Client Managers to ensure training material process and currency, communicate learning needs, develop and improve training products and processes
- Provides reporting on training completion and performance
- Works 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
- Attends regular team meetings as a member of the Training and Quality Organization, recommends improvements in processes and procedures
- Conducts and attends regular meetings with site level training staff
Participates in client meetings and calibration sessions, monitors calls randomly to evaluate agent performance - Regularly visits assigned sites for live training observations, inspection and validation of performance and successful execution of training processes
- Leads or participates in other efforts as assigned by the Director, Training and Quality
Qualifications
- Bachelor's degree in Education and Training, Social Sciences, Organizational Behavior or related field. Extensive industry experience may be substituted for degree
- A minimum of three years successful and progressively responsible experience leading training organizations
- Ability to work in a normal office environment
- Highly developed skills in facilitating training
- A well-developed understanding of Adult Learning Theories, generational strategies
- Well-developed oral and written communication skills
- 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
- Excellent judgment and problem solving skills
- Excellent organization skills and ability to multi-task in a dynamic, fast paced environment
- Ability to creatively use resources and adjust to changes quickly and professionally
- 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
- Strong attention to detail
- Project Management skills
- Experience with Learning Management Systems (LMS) and / or authoring tools is highly desired but not a requirement
- Ability to travel, sometimes on short notice, up to 40% of time
- No relocation is provided. This position may be housed in a Results' facility or may be remote
Preferred
Experience leading training programs across multiple locations is highly desired
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability