Director of Training & Performance Excellence

ResultsCX Named ‘Major Contender’ in Everest Group; Cebu City; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

ResultsCX is seeking a Director, Training to partner with Account Operations & Site Operations to shape delivery plans for training resources, ensuring training aligns with timelines and competency expectations for ResultsCX and partners.

The role focuses on driving training effectiveness, staff performance, and strategic initiatives, with regular updates to executives and stakeholders. Travel may be domestic and international up to 50% of the time.

Qualifications

• 5+ years in progressive management and leadership in contact center training.
• Advanced knowledge of Adult Learning Principles and Kirkpatrick’s Levels of Evaluation. Degree preferred.
• Ability to analyze data for trends and identify improvement opportunities.

Responsibilities

• Track, analyze, and report on training effectiveness by examining agent performance and recommending changes to training content.
• Assess strengths and improvement areas of global account training staff; implement performance management processes.
• Implement a plan to develop instructors into high-performing team members for class throughput and learner retention.

Skills

Leadership

Training & Dev

Analytics

Stakeholder mgmt

MS Office

Education

Bachelor's degree or higher in Training/Education

Tools

MS Excel

PowerPoint

Job description

ResultsCX is seeking a Director, Training to partner with Account Operations & Site Operations to shape delivery plans for training resources, ensuring training aligns with timelines and competency expectations for ResultsCX and partners.

The role focuses on driving training effectiveness, staff performance, and strategic initiatives, with regular updates to executives and stakeholders. Travel may be domestic and international up to 50% of the time.