Customer Service Training Manager

Johnson Controls - Aurora, CO (30+ days ago)3.9

What you will do
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.
What we look for
  • Four-year degree is preferred, but not required. Must have a minimum of 2-3 years training/call center experience.
  • 2-3 years of experience in an inbound/outbound call center environment preferred.
  • 2-3 years of training facilitation experience in an inbound/outbound call center environment preferred.

  • Presentation Skills; effective in a variety of formal presentation settings; one-one-one, small and large group facilitation.
  • Decision Quality; makes good decisions based on wisdom, experience, and judgment.
  • Functional/Technical Skills: has knowledge and skills of computer based software and can do the job with high level of accomplishment.
  • Business Acumen; has knowledge in business practices, technology, and information affecting the business and organization.
  • Customer Focus; is dedicated to meeting the expectations of both internal and external customers.
  • Managerial Courage; faces up to people problems on any person or situation quickly and directly.
  • Managing and Measuring Work; monitors process, progress, and results.
  • Time Management; uses time effectively and efficiently.
  • Good Listening skills; practices attentive and active listening.
  • Must possess ability to work in a fast paced call center environment.
  • Creativity; ability to come up with new and unique ideas to presenting in a classroom setting.

Job Customer Support
Primary LocationUS-CO-Aurora

Organization Bldg Technologies & Solutions
Overtime Status-Exempt

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