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Manager Training

Company: The Results Companies
Location: Jacksonville
Posted on: May 10, 2019

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 Training Manager works to ensure that Training needs are consistent within their region. The Training Manager is responsible for Site Level Trainers effectiveness related to serving client and site level needs/requirements.

Duties and Responsibilities

Ensures that all training needs are consistently met at all assigned sites
Supports the development and certification of Training Professionals by leading client- and Global required training
Using Results standard processes and methodology, evaluates learning effectiveness within assigned centers through a program of regular observation of Training Professionals and through reviewing their performance data
Provides reporting on training completion and performance
Works collaboratively with the Local Quality Performance Manager 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, as needed
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 Site Operations Director

Qualifications

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
Excellent communication (oral and written) and presentation skills
A well-developed understanding of Adult Learning Theories, generational strategies
The ability to lead teams and measure individual performance
Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing
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
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 work in a normal office environment, housed within a Results facility
Ability to travel as needed

Preferred

Experience in training leadership and supporting multiple programs is highly desired

Keywords: The Results Companies, Jacksonville , Manager Training, Executive , Jacksonville, North Carolina

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