Global Training Director - Elevate Agent Performance

ResultsCX Named ‘Major Contender’ in Everest Group; Lapu-Lapu; On-site; PHP 2,500,000 - 4,500,000; Full time

Job summary

ResultsCX is seeking a Director, Training in Lapu-Lapu, Philippines to partner with Account Operations and Site Operations to develop and execute training plans that meet timelines and competency expectations.

You will lead a global account training team, analyze training effectiveness, and coordinate with workforce management and clients to ensure success. The role requires senior leadership, data-driven decision making, and travel up to 50%.

Qualifications

• 5+ years in a progressive management/leadership role within the contact center training space.
• Advanced knowledge of Adult Learning Principles and Kirkpatrick levels of training evaluation.
• Ability to analyze data for trends and opportunities for improvement.
• Excellent consulting, problem solving, and decision-making abilities.
• Strong verbal, written, and interpersonal communication; proficient in MS Office.

Responsibilities

• Track, analyze, and report on training effectiveness and adjust content accordingly.
• Assess strengths/areas for improvement of global account training staff and drive performance metrics.
• Develop plans to build an A-players training team meeting throughput and retention goals.
• Update executives and stakeholders on strategic training initiatives and results.
• Partner with workforce management to plan and coordinate training ramps for global accounts.
• Build and organize the global account training team for cost-effective skill utilization.
• Identify performance gaps and implement curriculum changes.
• Guide training needs analysis to determine knowledge/skill/behavior requirements.

Skills

Leadership

Data analysis

Consulting skills

Communication

Project management

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

ResultsCX is seeking a Director, Training in Lapu-Lapu, Philippines to partner with Account Operations and Site Operations to develop and execute training plans that meet timelines and competency expectations.

You will lead a global account training team, analyze training effectiveness, and coordinate with workforce management and clients to ensure success. The role requires senior leadership, data-driven decision making, and travel up to 50%.