Call Center Global Training Manager

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POST DATE 8/11/2016
END DATE 12/19/2016

The Results Companies Fort Lauderdale, FL

Fort Lauderdale, FL
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Full Time
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The Global Training Manager ensures Training needs supporting business and client requirements are consistently met. The Global Training Manager has direct communication lines with Account Executives and Vice President of Account Operations.


* 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
* 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
* Experience leading training programs across multiple locations is highly desired