Director, Training (Account Operations Training Director)

Director, Training The Director of Training partners with Account Operations & Site Operations to develop, document, and execute short-term and long-term delivery plans for training resources.
The goal is to ensure that required training is completed on time, meeting competency guidelines and the expectations of ResultsCX and our partners.
In this role you will: Track, analyze, and report on training effectiveness by examining agent performance and recommending improvements to existing training programs.
Assess the strengths and areas for improvement of the global account training staff for Global Accounts.
Develop and implement performance management processes to enhance class throughput and learner performance.
Implement plans to develop instructors into high-performing team members who can meet and exceed expectations regarding class throughput, post-training retention, and performance.
Update program executives and stakeholders on key strategic initiatives through regular communication rhythms that build relationships and showcase project results.
Partner closely with ResultsCX workforce management to plan and coordinate training staff for global account training ramps, upskilling, and other needs.
Build and organize the global account training team to leverage skills and talents efficiently.
Develop staff and promote accountability to identify performance gaps and implement curriculum changes.
Guide the training needs analysis process to identify knowledge, skills, and behaviors that can be supported through instructional materials and communication.
Collaborate with site and account operations, customer experience, and clients to evaluate training effectiveness and recommend solutions.
We are looking for someone who has: 5+ years in progressive management and leadership roles within the contact center industry, preferably in Training and Development.
Advanced knowledge of Adult Learning Principles, Kirkpatrick's Levels of Training Evaluation, and Instructional Methodologies.
A degree is preferred.
The ability to analyze data for trends and identify opportunities for improvement.
Excellent consulting skills, including critical thinking, problem solving, decision making, and influencing.
Strong verbal, written, and interpersonal skills.
Proficient in Microsoft Office, especially Word, Excel, and PowerPoint.
Leadership abilities to measure team performance and adapt resources creatively and professionally.
Excellent organizational skills with the ability to multitask in a fast-paced environment.
Capable of working independently and in teams.
Willingness and ability to travel domestically and internationally up to 50% of the time.
About ResultsCX: ResultsCX is a leading customer experience partner serving Fortune 100 and 500 companies.
We design and deliver digitally influenced customer journeys that foster satisfaction and loyalty, while improving efficiency and reducing costs.
With over 30 years of experience, we operate in more than 20 geographic hubs with approximately 20,000 colleagues worldwide.
Our expertise includes analytics, contact center as a service (CCaaS), and our AI-powered digital experience platform, SupportPredict.
We pride ourselves on a high-performing, enjoyable culture driven by exceptional individuals delivering next-generation customer experiences for our clients.
ResultsCX is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other protected factors under law.
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