Team Manager Care Support Training

ADT•Irving, TX

1d•Onsite

About The Position

The Training Team Manager will provide training and development to new hires and current employees using adult learning methods. Responsibilities include delivering training and enabling trainees to reach targeted key performance indicators (KPIs), managing large and small size classes, ensuring training materials are up to date, serving as a subject matter expert to Curriculum Design team, and collaborating with various team members and lines of business (LOB). The role requires presentation skills, decision making ability, technical proficiency, business acumen, customer focus, and effective time management. The ideal candidate should have training and call center experience, proficiency in various software, and the ability to work in a fast-paced environment.

Requirements

A four-year degree is preferred but not mandatory.
Minimum of 2-3 years of training and call center experience.
12 months of inbound/outbound call center experience is preferred.
2-3 years of training facilitation experience in a call center environment is preferred.
Strong presentation skills for various group sizes.
Ability to make sound decisions based on experience and judgment.
Proficiency in computer-based software.
Knowledge of business practices and technology.
Dedication to meeting customer expectations.
Ability to address people problems directly.
Monitoring and measuring work progress and results.
Effective time management skills.
Active listening skills.
Adaptability to a fast-paced call center environment.
Creativity in presenting ideas in a classroom setting.

Responsibilities

Onboard new hires for Care teams, onsite and/or virtually.
Be effective; achieve Trainer scorecard performance targets.
Conduct training using various systems and tools, ensuring an engaging and interactive approach.
Manage all aspects of training classes, setup, and administrative tasks.
Monitor performance progress, identify outliers, provide feedback, create development plans and communicate with management and LOB partners.
Work with CX&O Design team and SMEs to update training materials for performance improvement.
Participate in focus groups for optimal training performance.
Administer payroll review and validation for trainees.
Coordinate with departments to secure necessary resources for training.
Handle employee relations issues in line with HR guidance.
Coordinate schedules with teammates for coverage adjustments.
Be flexible with work hours and travel as needed.