Senior Manager Training

About the job

The Senior Manager Training is accountable in driving overall Training Performance across all assigned accounts. This position owns the effectiveness, efficiency, consistency of ResultsCX’s client training processes and initiatives within the Account Training span of control. Role Requires: Onsite work, previous contact center, training, and healthcare vertical experience. In This Role You Will • Provide strategic support to Account Training Managers/Account Training Specialist and tactical support to Executives within the Training organization • Identify the whole Account Training organization’s needs in staffing, budget, and general support, and creates/provides recommended solutions • Be a global leader responsible in managing ResultsCX and clients’ training operations model/process and expectations and represents ResultsCX Training Team in both Operations senior leadership and client-facing opportunities. • Track, analyze, and report training effectiveness through agent life cycle performance: New Hire, Grad School and 0-30 productions. • Recommend necessary training intervention based on identified gaps which include but not be limited to training program content, bridge plans, governance steps, measured through improved class throughput, learner engagement, operations performance, and overall speed to proficiency. • Develop existing leaderships (ATMs/ATS) and other high potential leaders by fostering their professional growth through regular coaching and feedback, certification, and immersions. • Process governance of the overall training operating model which includes, ATM/ATS hiring and selection, onboarding processes, agent cycle handoffs, learning agreement, Daily Engagement Journals, certification process, Olympian travel, grad school playbook and training audits.

Requirements

• Training Performance
• Client Training Processes
• Strategic Support

Qualifications

• Two or more years of successful management of training team

Preferred Technologies

• Training Performance
• Client Training Processes
• Strategic Support

About the company

ResultsCX is 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 brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide.