Job description
ResultsCX is seeking a seasoned Training Manager to lead site-level training programs for our clients in Pasig City. As the primary owner of client relationships within the training environment, you will design, deliver, and continuously optimize curricula that empower agents to meet service level commitments and deliver exceptional customer experiences. This role combines instructional design, operations collaboration, and data-driven coaching to ensure programs scale with business needs and regulatory requirements.
In this role, you will partner with client stakeholders to understand expectations, translate them into actionable training strategies, and manage the end-to-end lifecycle of training initiatives — from needs assessment and content development to delivery, evaluation, and continuous improvement. You will lead a team of facilitators and coordinate with quality, operations, and workforce planning to ensure a consistent, engaging, and compliant learning experience across shifts and sites.
Join a dynamic BPO environment where your expertise in LMS, e-learning, and performance metrics will directly impact agent onboarding, ramp times, calibration, and overall client satisfaction. If you are a proactive leader who thrives on building strong client partnerships and delivering measurable results, we want to hear from you.
Responsibility
- Lead end-to-end site training programs aligned to client SLAs and business goals, ensuring consistency across shifts and teams.
- Build and maintain strong client relationships; serve as the primary training liaison for client stakeholders.
- Design, develop, and update training content, curricula, manuals, e-learning modules, and facilitator guides.
- Coordinate delivery of training through in-person classrooms, virtual sessions, and on-site workshops; schedule resources and facilitators.
- Monitor training effectiveness using KPIs, assessments, and post-training audits; implement data-driven improvements.
- Partner with Operations, Quality, and Workforce Planning to identify training needs, ramp plans, and change management strategies.
- Ensure program governance, compliance, and risk mitigation; maintain alignment with regulatory requirements and client expectations.
- Coach and develop the training team; provide ongoing feedback, performance coaching, and career growth opportunities.
Qualification
- Bachelor’s degree in Business, Education, Human Resources, or a related field; equivalent work experience considered.
- 5+ years of training management experience in a contact center/BPO environment, with a track record of delivering measurable results.
- Strong client-facing, relationship-building, and stakeholder management skills.
- Proven experience designing curricula, e-learning, and leveraging LMS platforms (e.g., Moodle, Cornerstone).
- Leadership capabilities with the ability to lead, mentor, and inspire remote and on-site teams.
- Analytical mindset with the ability to measure impact using metrics such as ramp time, QA scores, and training ROI; proficient in MS Excel or Google Sheets.
- Excellent written and verbal communication, presentation, and facilitation skills.
- Knowledge of compliance, data privacy, and regulatory requirements relevant to the PH BPO industry.