Training Manager - Onsite - Licensed

Position is onsite in our Norristown, PA location

Healthcare Sales training experience

Relocation may be provided

Training Manager

The Training Manager is responsible for Trainer development, execution of client expectations within the training environment and creating a positive learning environment.  Focused on the development of each Trainer and Associate Trainer in order to achieve world class facilitation skills and, in turn, the highest quality output possible while meeting and exceeding client expectations.  It is a Training Managers job to ensure that the Associates that join the production team are able exceed client expectations, and that the number of Associates joining production meets client and workforce needs.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!

In this role you will :

• Supervise and develop the work of direct reports by conducting coaching sessions, training class observations, triads, attendance, scorecards and corrective actions.
• Create a governance process to ensure compliance to client training requirements including but not limited to certifications, facilities, communications, training support, etc.
• Create and communicate client data-driven findings, feedback, recommendations using multiple data references such as but not limited to attrition report, training satisfaction
• Provide both written and verbal weekly and monthly readouts on trainer development and client initiatives to key stakeholders in a variety of forums
• Attend data collection and collaboration meetings and engage in providing feedback and action planning as part of the closed loop process
• Conduct in partnership with Sr Leadership curriculum standard reviews and recommend necessary training intervention based on identified gaps which include but not limited to training program content, bridge plans, and governance steps, measured through improved class throughput, learner engagement, operations performance, and overall speed to proficiency
• Responsible for Trainer and Associate Trainer performance management, interview process, onboarding and both internal and client certification requirements.
• Ensures payroll management processes for both Training Staff and Training Associates is complete and accurate on a consistent basis
• Work collaboratively with the Quality Assurance Leaders to develop training solutions and projects identified through evaluation, observation or other data gathering process.
• Actively participates in the training scheduling process in partnership with various teams to complete current and future resource planning and client schedule compliance
• Ensures compliance and accuracy of several training compliance requirements i.e. Daily Engagement Journals, REX Class Management, Trainer Phone Time compliance, etc.
• Responsible for training housekeeping and facilities tasks up to and including training room cleanliness, working equipment and amply training supplies
• May occasionally be called up on for business leadership sharing and growth needs up to and including client visits, RFP response information, new launch projects and focus group organizing and leadership

We are looking for someone who has :

Preferred :

Why join our ResultsCX team?

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.