Sr. Manager, Account Training

Must have experience in Training Healthcare (Licensed Associates)


Sr. Manager, Account Training
The Senior Manager of Account Training is accountable in driving overall Training Performance across all assigned accounts. This position owns the effectiveness, efficiency, consistency of ResultsCX’s client training processes and initiatives within the Account Training span of control. Sr. Manager, Account Training partners with Operations to provide necessary training intervention on performance gaps while coming up both short-term to long-term delivery plans to ensure strategies and tactics are executed against timelines, resources, process guidelines, competency requirements and expectations of Results and our partners.


In This Role You Will
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide strategic support to Account Training Managers/Account Training Specialist and tactical support to Executives within the Training organization
• Identify the whole Account Training organization’s needs in staffing, budget, and general support, and creates/provides recommended solutions
• Be a global leader responsible in managing ResultsCX and clients’ training operations model/process and expectations and represents ResultsCX Training Team in both Operations senior leadership and client-facing opportunities.
• Track, analyze, and report training effectiveness through agent life cycle performance: New Hire, Grad School and 0-30 productions
• Communicate data-driven findings, feedback, recommendations using multiple data references such as but not limited to attrition report, training satisfaction report, trainer observation and coaching report, training dashboard, QA report.
• Recommend necessary training intervention based on identified gaps which include but not be limited to training program content, bridge plans, governance steps, measured through improved class throughput, learner engagement, operations performance, and overall speed to proficiency
• Implement best in class training principles and methodologies in improving learning experience of New Hires from classroom training to grad school and operations through curriculum development, learning methodologies, grad school/learning lab playbook and training tools/technologies
• Partner with the Site Training Operations team and HR to create developmental programs for Trainers and Training staff
• Update program/site/region leadership and stakeholders on key strategic initiatives by building effective communication rhythms, strong partnership and client-value add positioned for business growth
• Provide reviews and readouts showcasing impact of training-led projects and initiatives (Effectively assess specific Success Measures prior to launching any training intervention, align with stakeholders on expected ROI, comprehensive readouts of post-training impacts from the agreed upon Success Measures)
• Lead and represent training during launches and through effective project management, establishing communication channels, resource management, building travel plans and ensure effective partnership with other functional areas.
• Facilitate transformational learning solutions by applying world class learning principles and instructional design methodologies that drive success and effectiveness of training in all levels of evaluation: increased learning retention, improved learning experience, increase throughput, elevated performance, and improved overall speed to proficiency
• Develop existing leaderships (ATMs/ATS) and other high potential leaders by fostering their professional growth through regular coaching and feedback, certification, and immersions
• Champion training development programs and initiatives through client certifications, leadership programs, training observations, teach back, regular coaching and feedback while coming up with Performance Management Plan for direct reports to address performance gaps/opportunities
• Process governance of the overall training operating model which includes, ATM/ATS hiring and selection, onboarding processes, agent cycle handoffs, learning agreement, Daily Engagement Journals, certification process, Olympian travel, grad school playbook and training audits.
• Curriculum / Instructional Design audit and creation (Instructional design techniques, effective eLearning evaluation and design, utilization of virtual training creation platforms, appropriately assess training intervention strategy and appropriate design platform and implementation)
  
  
  

We are looking for someone who has:

• Two or more years of successful management of training team (training delivery, instructional design, strategy)
• Experience with business process design/improvement, including gathering requirements, documenting workflows, and developing specifications.
• Advanced knowledge of Adult Learning Principles, Kirkpatrick’s Levels of Training Evaluation, and Instructional Methodologies. Degree preferred.
• Superior consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
• Strong 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 analyze data for trends and able to recognize opportunities for improvement both short-term and long-term
• Experience developing people and running teams
• Ability to work independently with minimal supervision, but also in a team environment
• Superb attention to details specially in the area of Project management of big to medium initiatives and projects
• Ability to provide on-call support
• Strong relationship building skills with internal and external clients/ stakeholders
• Schedule flexibility (travel required both local and international)
  
  
  

Preferred Education And Experience

• Experience at ResultsCX
• Are of expertise on client-specific training and requirements
• Knowledge of common analytics practices is a plus (Six Sigma)
• Instructional design certification
  
  
  

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.