Manager, Training - Onsite Orlando FL

ResultsCX; Orlando (FL); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Frequent employee events

Healthcare benefits

Opportunities for career growth

Job summary

A leading training management company in Orlando, Florida, seeks a Training Manager responsible for client relationships and training execution. The role focuses on identifying needs through gap analysis and enhancing training programs. Ideal candidates should have a degree in Training or a related field and 1-2 years of experience in leading training organizations. Benefits include healthcare support and frequent employee events. Join us to grow your career with a dynamic company culture.

Qualifications

• A minimum of 1-2 years of experience leading training organizations.
• Strong understanding of adult learning theories.
• Ability to work independently and as part of a team.

Responsibilities

• Supervise and develop direct reports in the training environment.
• Analyze and report training effectiveness.
• Create training governance processes.

Skills

Excellent communication skills

Leadership abilities

Organizational skills

Critical thinking

Problem-solving skills

Education

Bachelor’s degree in Training or related field

Tools

Microsoft Office (Word, Excel, PowerPoint)

Learning management systems (LMS)

Job description

Training Manager

The Training Manager is primarily responsible for the client relationship and execution of client expectations within the training environment. The top focus of the Training Manager is to identify training needs based on gap analysis and create short‑term and long‑term strategic plans. The Training Manager’s job is to evaluate the effectiveness of training programs and implement improvements as necessary.

In This Role You Will

• Supervise and develop the work of direct reports by conducting coaching sessions, training class observations, triads, attendance, scorecards and corrective actions.
• Do client tracking, analyzing and reporting training effectiveness through agent lifecycle performance: New Hire, Grad School and 0‑30 production.
• Create a governance process to ensure compliance to client training requirements including but not limited to certifications, facilities, communications, training support, etc.
• Create and communicate client data‑driven findings, feedback, recommendations using multiple data references such as attrition report, training satisfaction report, trainer observation and coaching report, training dashboard, QA report, etc.
• Conduct curriculum standard reviews and recommend necessary training intervention based on identified gaps which include but not limited to training program content, bridge plans and governance steps, measured through improved class throughput, learner engagement, operations performance, and overall speed to proficiency.
• Administer and lead learning solutions by applying learning principles and instructional design methodologies that drive success and effectiveness of training in all levels of evaluation: improved learning experience, increased learning retention, increased throughput, elevated performance and improved overall speed to proficiency.
• Support the development and certification of training staff by managing client certifications, trainer capacity needs and internal ResultsCX leadership development.
• Work collaboratively with the Quality Assurance Leaders to develop training solutions and projects identified through evaluation, observation or other data gathering process.
• Build lasting relationship with the client by attending and contributing to client meetings and calibration sessions, participating and engaging in projects and initiatives, among others.
• Partner with Operations, TA, WFM to determine training needs and resources.
• Develop new training courses, modules and huddle guides associated with the introduction of new products and services and/or operational performance opportunities.
• Develop cross‑functional partnerships that influence performance and drive results.
• When trainer‑to‑leader ratio is below minimum expectation and client expectations are heightened, manage and develop trainers and associate trainers in addition to client relationship duties.

Qualifications

• A bachelor’s degree in Training, social sciences, organizational behavior or related field. Extensive industry experience may be substituted for degree.
• A minimum of 1‑2 years of successful experience leading training organizations.
• Excellent communication (oral and written) and presentation skills.
• A well developed understanding of adult learning theories and generational strategies.
• The ability to lead teams and manage individual performance.
• Excellent consulting skills, e.g., critical thinking, problem solving, decision making and influencing.
• Excellent organization skills and ability to multi‑task in a dynamic, fast‑paced environment.
• The 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.
• Experience with learning management systems (LMS) and/or authoring tools is highly desired but not a requirement.
• Ability to travel as needed.

Benefits

• Frequent employee events, games, parties, and all‑around fun in the workplace.
• Healthcare benefits – aligned by geographical region.
• Opportunity to grow with ResultsCX if that’s “Your Greater.”

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.