Onsite Call Center Training Manager

Johnson Controls • Aurora, CO

1d • $68,000 - $101,000 • Onsite

About The Position

Build your best future with the Johnson Controls team. As a global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! What we offer Competitive base salary and a comprehensive bonus program. Three weeks paid vacation in a calendar year/holidays/sick time/three PTO days in a calendar year. Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one. Extensive product and on the job/cross training opportunities Encouraging and collaborative team environment Dedication to safety through our Zero Harm policy Company vehicle depending on the position (Decal or Non-decal) Providing Scheduling and management support. JCI Employee discount programs (The Loop by Perk Spot) This is an onsite position. What you will do Deliver training to new hire and incumbent team members using 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 Leads. Duties & Responsibilities Work closely with Customer Care Training Leadership, to provide standardized, current training curriculum to new hires and incumbents. Prepare and conduct systems and customer service skills training using a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed and learners are prepped for success. 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 CMC Training Leadership, and operational partners regarding progress and/or performance of new hires and incumbents during training. As needed, partner with technical writer team and local SMEs to develop and update training materials to achieve performance improvement and external customer satisfaction. Evaluate and provide feedback to all learners before completion of training and progression into job role. Participate in training focus group meetings and on training project teams to identify areas of opportunity and trends to enhance training curriculum. As needed, administer payroll review and validation for learners. 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.

Requirements

• At least two years’ experience training/call center experience.
• At least two years of experience in an inbound/outbound call center environment.
• 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.

Nice To Haves

• Four-year degree.
• At least three years of training facilitation experience in an inbound/outbound call center environment.

Responsibilities

• Deliver training to new hire and incumbent team members using 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 Leads.
• Work closely with Customer Care Training Leadership, to provide standardized, current training curriculum to new hires and incumbents.
• Prepare and conduct systems and customer service skills training using a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed and learners are prepped for success.
• 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 CMC Training Leadership, and operational partners regarding progress and/or performance of new hires and incumbents during training.
• As needed, partner with technical writer team and local SMEs to develop and update training materials to achieve performance improvement and external customer satisfaction.
• Evaluate and provide feedback to all learners before completion of training and progression into job role.
• Participate in training focus group meetings and on training project teams to identify areas of opportunity and trends to enhance training curriculum.
• As needed, administer payroll review and validation for learners.
• 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.

Benefits

• Competitive base salary and a comprehensive bonus program.
• Three weeks paid vacation in a calendar year/holidays/sick time/three PTO days in a calendar year.
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one.
• Extensive product and on the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• Company vehicle depending on the position (Decal or Non-decal)
• Providing Scheduling and management support.
• JCI Employee discount programs (The Loop by Perk Spot)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager