Training Team Manager - Customer Care Center (Knoxville, TN)

ADT Security Services

Posted Under: Knoxville, Tennessee jobs in Customer Service & Call Center; Customer Service & Call Center jobs in zipcode 37901
Posted On: 2017-06-19 15:00:00

Company Overview: ADT is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADT's broad and pioneering set of products and services, including ADT Pulse interactive home and business solutions, and health services, meet a range of customer needs for todays active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to nearly seven million customers, and it employs approximately 17,000 people at 200 locations. More information is available at Summary:To provide new hire and incumbent development through utilizing adult learning methodologies and practices, facilitation of lectures, webinars, hands-on and web-based training, as well as through supervised on-the-job training. Responsible for the management and supervision of new hires and incumbents throughout the training period. May also supervise, lead and develop Training Assistants. Duties & Responsibilities:Work closely with Manager, Training and Development, to provide standardized, current training curriculum to new hires and incumbents.Prepare and conduct all CMC/FSC/ASC training regarding systems (i.e., Admin, CARMS, Informix, MasterMind, Telmar, Document Manager, etc.) soft skills (i.e., customer service skills), and center-wide policies and procedures.Utilize a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed.Incorporate training methods that support all learning styles in the delivery of training programs.Responsible for all training class preparation, facilitation and completion, including materials and classroom set-up/preparation, requesting log-ins and database access, and administrative functions pre-, during- and post-class.Maintain accuracy of training class information on the National Training Team Portal.Provide regular updates to Manager, Training and Development, and operational partners regarding progress and/or performance of new hires and incumbents during training.Partner with technical writer team and local SMEs to develop and update training materials to achieve performance improvement and external customer satisfaction.Conduct training initiatives/classes in a manner consistent with supporting the business in meeting its goals and objectives; i.e., ensure trainees are adequately prepared.Evaluate and provide feedback to all class participants before completion of training and progression into job role.Participate in training focus group meetings and on training project teams for the purpose of identifying areas of opportunity and trends to enhance training curriculum.Administration of payroll review and validation for trainees.Coordinate with departments to arrange identified resources in support of training curriculum.Handle employee relations issues in accordance with Human Resources guidance and direction.Ability to work flexible schedule in support of operational needs.Ability to travel (typically up to 10%), determined by business need.Other duties as assigned.