The Area Manager Customer Care Learning & Development will support Customer Service Operations initiatives and learning and development at multiple sites with multiple training site managers reporting to them.
The Area Manager Customer Care Learning & will assist in growing a learning and performance-based coaching organization through identifying business process gaps, learning needs, and business transformation opportunities. The Area Manager Customer Care Learning & Development must have a track record of managing multiple projects and priorities, reporting and analyzing metrics, working well in an operational environment, and delivering results that drive extreme ownership and customer satisfaction.
The Area Manager Customer Care Learning & Development will measure and review class over class core metric performance, reduce negative employee attrition, identify gaps, and build a plan for continuous improvement to improve new hire speed to competency as well as incumbent up trainings that drive performance. This includes but is not limited to: First call resolution (FCR), utilization, schedule adherence, Customer focus review (CFR), and transfers.
The Area Manager Customer Care Learning & Development will work with their peer (East and West Area Managers Care Learning & Development) to measure and prepare a quarterly and yearly readout of all care call center aggregate training new hire performance for that includes but is not limited to: complete training hours in classroom, % time each trainer is in class, project for trainers and % time working on projects, class over class per line of business core metrics performance as well as annual aggregate performance per line of business readout for Customer Care Director of Training, QA, and Agent Development. The Area Manager Customer Care Learning & Development will partner with quality, development/Curriculum design team, and site Directors to identify trends and prioritize training initiatives, for new hires as well as development of incumbents to drive efficiency and process improvements, enhance knowledge and skill performance, agent development, as well as analyzing performance and evaluating success of performance solutions for all ADT Customer Care Contact Centers.
The Area Manager Customer Care Learning & Development will work to develop career progression for our agents collaborating cross functionally with HR, Recruiting, the Customer Care Director of Training, Quality, and Agent Development, and business partners to build and grow a learning and coaching culture that drives a culture change that values urgency, accountability, customer centricity, collaboration, discretionary effort. The Area Manager Customer Care Learning & Development will be accountable for realizing the full potential of the ADT brand, ensuring that ADT Contact Center locations are well trained on ADT products & services, including the improvement of the customer experience. This position is critical building preference by driving relationships & culture, customer & employee retention, as well as agent growth and development.
The Area Manager Customer Care Learning & Development reports to the Customer Care Director of Training, Quality, and Agent Development.
Manage learning and development at multiple locations with multiple training site managers reporting to them.
Consult with department at all ADT Customer Care Contact to share audience performance needs/solutions, to coordinate and manage performance initiatives to support business objectives, and provide resources and support.
Interpret and use IVR and CopaNet, call content and performance data to develop and implement process improvement initiatives (training and/or coaching plans).
In addition to customer resolution of escalated issues, oversee analysis and execution of departmental/company trends and identify specific performance needs to increase customer satisfaction and drive process improvements; continuously validate internal and external customer satisfaction indices.
Work with Training Site Managers, Sr Manager of Quality, Site Directors, and Customer Care Director of Training, Quality, and Agent Development to prioritize opportunities and implement performance improvement plans for new hires and incumbents; Collaborate with the Curriculum design team to the design of needs assessments and evaluation strategy for performance solutions.
Coach and guide the professional development and task assignment of site training managers, and training managers to ensure team goals and strategies are achieved.
Directly supervises multiple Training site managers who manage multiple salaried training managers.
Play a leadership role with a variety of special project teams and partners with center directors, Sr manager of quality, Manager of Design, and Customer Care director of Training, Quality, and agent development.
Manage organization-wide projects with minimal supervision.
Accountable for time lines and project due dates.
Four-year college degree desired with some graduate level courses or equivalent business.
Degree in HR, education, business management, or teaching preferred.
10+ years Training Management experience or 10+ years in Training or Learning and Development
Minimum of five years management experience leading other salaried people leaders.
Strong understanding and application adult learning principles
Previous experience leading leaders with demonstrated progression is highly desirable.
Remote team management and project delivery
Strong business leadership background including experience leading people leaders.
Experience with training at all levels within an organization.
Flexibility - scheduling and delivering training may need to occur on off shifts.
Ability to travel (25-50% potentially, as business requires) and availability to adjust schedule based on business needs
Consistent and confidence in delivering training to all levels of the organization
Operational experience and understanding challenges of that environment
Concise and effective communication across the organization
Willingness to take on new challenges from inception to delivery/ reporting
Accountability for the work product
Demonstration of excellent written and verbal communication skills.
Excellent planning, organizing and project management skills. Must also possess the desire and ability to maintain key relationships with both internal and external customers.
Delivering/ development of onboarding for multiple locations
Continual service improvement of training and knowledge projects Reporting, defining metrics and KPI's
Thrives in a collaborative environment, open-space office with multiple shifting priorities.
Strong PC literacy in Microsoft Office and/or Windows NT environment required.
As of April 2017, Protection 1 merged with ADT to become the leading company in the electronic security industry. As we progress through our integration, you will see collateral, building signs and apparel from both companies, but please know: we are on our way to becoming a completely unified ADT and while that happens, we are better together.