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Sr. Manager, Training

in Pasig, Metro Manila

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Job Description Job Attributes+

  • Job ID


  • Req ID


  • Job Type

    Full Time

  • Job Location

    Pasig, Metro Manila

The Senior Manager of Global Training Manager is accountable in driving overall Training Performance across all assigned sites and accounts. The Sr. GTM owns the effectiveness, efficiency, consistency of Results regional training and client training processes and initiatives within the Global Training span of control.

Sr. GTM 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:
  • Create vision and strategy for multiple programs, sites and verticals. 
  • Provide strategic support to Global Training Managers and tactical support to Executives within the Training organization. 
  • Identify the whole Global Training organization's needs in staffing, budget, and general support and provide recommended solutions. 
  • Manage ResultsCX and clients' training operations model and process. 
  • Track, analyze and report training effectiveness through agent life cycle performance in 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, trainer development, learning methodologies, grad school/learning lab playbook and training tools/technologies
  • 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
  • Hold the team accountable to measurable high-quality, timely, and cost effective results. Helping determine objectives, sets priorities, and delegates work. And also providing an engaging environment conducive to success of the training team.
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 verbal and written communication skills 
  • Superior consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing ) 
  • Superior 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 terms and long term
  • Experience developing people and running teams 
  • 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  
  • Superb attention to details specially in the area of Project management of big to medium initiatives ans 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
About ResultCX:

We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!

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.

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