Director, Training

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

Director, Training

Full Location: Lapu-lapu - PH

The Director, Training partners with Account Operations & Site Operations to develop, document, and execute short-term and long-term delivery plans for training resources to ensure required training is executed against the timeline, meeting the competency guidelines and expectations of Results and our partners.

In this role you will:

• Track, analyze, and report on training effectiveness by examining agent performance and recommending changes to existing training program content.
• Assess the strengths and areas for improvement of the global account training staff for Global Accounts. Recommend, develop, and implement performance management processes to drive performance on the account in terms of class throughput and learner performance metrics.
• Implement a plan to ensure that the instructors become a team of A Players with the ability to meet and exceed expectations in terms of class throughput, post-training retention, and performance.
• Update program executives and stakeholders on key strategic initiatives through regular rhythms that build relationships and showcase project results.
• Ensure tight partnership with the ResultsCX workforce management to effectively plan and coordinate training staff for global account training ramps, upskilling, and other global account training needs.
• Build and organize the global account training team effectively to leverage skills and talents cost-effectively.
• Develop staff and drive accountability through all parties to identify performance gaps and implement appropriate curriculum changes.
• Guide the training needs analysis process to determine knowledge/skills/behaviors that can be supported by the development and delivery of instructional material and/or communication.
• Work collaboratively with site and account operations, customer experience, and the client to identify training effectiveness and recommend solutions.

We are looking for someone who has:

• 5+ years in a progressive management and leadership position within the contact center industry, preferably in Training and Development.
• Advanced knowledge of Adult Learning Principles, Kirkpatrick’s Levels of Training Evaluation, and Instructional Methodologies. Degree preferred.
• The ability to analyze data for trends and able to recognize opportunities for improvement
• Excellent consulting skills (e.g., critical thinking, problem solving, decision making, and influencing).
• Excellent verbal, written, and interpersonal skills. Advanced users of Microsoft Office programs, especially Word, Excel, and PowerPoint.
• The ability to lead teams and measure performance. Creatively use resources and adjust to changes quickly and professionally.
• Excellent organization skills and ability to multitask in a dynamic, fast-paced environment. Can work independently with minimal supervision, but also in a team environment.
• The ability to travel domestically and internationally up to 50% of the time.

About ResultsCX:

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. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX 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.