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 Training Manager works to ensure that Training needs are consistent within their region. The Training Manager is responsible for Site Level Trainers effectiveness related to serving client and site level needs/requirements.
Duties and Responsibilities
- Ensures that all training needs are consistently met at all assigned sites
- Supports the development and certification of Training Professionals by leading client- and Global required training
- Using Results standard processes and methodology, evaluates learning effectiveness within assigned centers through a program of regular observation of Training Professionals and through reviewing their performance data
- Provides reporting on training completion and performance
- Works collaboratively with the Local Quality Performance Manager 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, as needed
- 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 Site Operations Director
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
- Excellent communication (oral and written) and presentation skills
- 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
- 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
- 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 work in a normal office environment, housed within a Results facility
- Ability to travel as needed
Preferred
Experience in training leadership and supporting multiple programs is highly desired
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability