30 days old

Manager, Customer Care Training - 1913894

ADT
Irving, TX 75060
!*!
Company Overview:

ADT Inc. (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada, protecting homes and businesses, people on-the-go and digital networks. Making security more accessible than ever before, and backed by 24/7 customer support, ADT is committed to providing superior customer service with a focus on speed and quality of responsiveness, helping customers feel safer and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 19,000 people throughout North America. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

 

  
Position 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. 

!*!
Company Overview:

ADT Inc. (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada, protecting homes and businesses, people on-the-go and digital networks. Making security more accessible than ever before, and backed by 24/7 customer support, ADT is committed to providing superior customer service with a focus on speed and quality of responsiveness, helping customers feel safer and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 19,000 people throughout North America. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

 

  
Position 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. 
Posted: 2019-10-18 Expires: 2019-12-01

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Manager, Customer Care Training - 1913894

ADT
Irving, TX 75060

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