Manager, Account Training in Pasig at The Results Companies LLC

Date Posted: 11/22/2019

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Job Description

Company Overview

Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

  • Healthcare

  • Insurance

  • Wireless Telecommunications

  • Financial Services

  • Energy

  • Education

  • Subscriber Based Entertainment

  • Tax Services

  • Retail

  • Cable/MSO

    Vision Statement

    Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

    Driven by our \"expect greater\" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

    The Company 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.

    Position Overview

    The Account Training Manager ensures Training needs supporting business and client requirements are consistently met.The Account Training Manager has direct communication lines with Account Executives and Vice President of Account Operations.

    Duties and Responsibilities

    Leads all training activities within the assigned sites and serves as the corporate subject matter expert for the line or lines of business assigned

    Ensures Training needs are consistently met at all assigned sites

    Supports the development and certification of Training Professionals by leading client- and corporate required training

    Using Results standard processes and methodology, evaluates learning effectiveness within the classroom through a program of regular observation of Training Professionals and through reviewing their performance data

    Ensures successful execution of Results�¢?? corporate standard programs including New Hire Orientation and Grad School at all assigned sites

    Works collaboratively with Account Executives and Client Managers to ensure training material process and currency, communicate learning needs, develop and improve training products and processes

    Provides reporting on training completion and performance

    Works collaboratively with the Manager of Quality and Customer Experience and the FACT to develop training solutions and projects identified through evaluation, observation or other data gathering process

    Attends regular team meetings as a member of the Training and Quality Organization, recommends improvements in processes and procedures

    Conducts and attends regular meetings with site level training staff

    Participates in client meetings and calibration sessions, monitors calls randomly to evaluate agent performance

    Regularly visits assigned sites for live training observations, inspection and validation of performance and successful execution of training processes

    Leads or participates in other efforts as assigned by the Director, Training and Quality


    Bachelor�¢??s degree in Education and Training, Social Sciences, Organizational Behavior or related field.Extensive industry experience may be substituted for degree.

    A minimum of three years successful and progressively responsible experience leading training organizations

    Ability to work in a normal office environment

    Highly developed skills in facilitating training

    A well-developed understanding of Adult Learning Theories, generational strategies

    Well-developed oral and written communication skills

    Ability to lead teams and measure individual performance

    Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing

    Superior written and verbal communication skills

    Excellent judgment and problem solving skills

    Excellent organization skills and ability to multi-task in a dynamic, fast paced environment

    Ability to creatively use resources and adjust to changes quickly and professionally

    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

    Strong attention to detail

    Project Management skills

    Experience with Learning Management Systems (LMS) and / or authoring tools is highly desired but not a requirement

    Ability to travel, sometimes on short notice, up to 40% of time

    No relocation is provided.This position may be housed in a Results�¢?? facility or may be remote

    Experience leading training programs across multiple locations is highly desired

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