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Director of Training & Development

Company: ADT Security Services
Location: Irving
Posted on: September 9, 2020

Job Description:

We're looking for a candidate to fill this position in an exciting company.

  • Customer Care Training:
  • Works closely with Sr Director Customer Experience & Strategy, and Center Leadership to develop and standardize Training and Development for entire Customer Care organization (Leaders and Associates)
  • Design and develops employee engagement programs to maximize employee retention, career pathing, leadership development, and promotion of the customer obsessed culture
  • Leads a team of training and professionals across multiple locations to develop and deliver performance and solutions that improve the productivity of all employees in the Customer Care Organization.
  • Direct and consult with Customer Care management and training teams; build and maintain solid working relationships with all levels of management including center directors to maximize center performance.
  • Manage and lead the direction of the training leadership teams in the Customer Care organization.
  • Develop new training programs for the company Commercial Customer Care personnel by utilizing adult learning theory for overall training effectiveness.
  • Assesses the learning/training needs and performance gaps (opportunities) for the organization. Proposes and develops plans, programs and interventions to address specific needs and partners with business leaders to solve performance issues.
  • Customer Experience Monitoring and Compliance:
  • Works with Sr Director Customer Experience & Strategy to lead and develop the overall Customer Engagement and Quality Program for all of Customer Care.
  • Monitor effectiveness of existing quality management system and identifies and wins support for improvements to the system that will have broad application across the organization.
  • Direct the accomplishment of key Continuous Improvement (CI) initiatives to accomplish key business goals and deliver significant OI savings to the company.
  • Identify, design, and introduce new methodologies, tools, and techniques to CI Culture and quality management system that improve the ability to provide value in the marketplace.
  • Stay current on industry trends and quality management in general to keep the company ahead of the curve on quality initiatives.
  • Overseeing all aspects of the Contact Center Compliance and Coaching program; s/he will lead a geographically dispersed team responsible for designing and delivering compliance and coaching to multiple groups within the company Call Center Organization.
  • Process and Policy Excellence:
  • Develops key relationships and works cross functionally in the organization to understand and drive operational impacts to the Customer Care Organization in terms of process, policy, training, and communication impacts.
  • Measure and manage cross-functional performance against business process design.
    • Education:
    • Bachelor's degree in a social science, education, business administration or closely related field required. Professional training certification desired with graduate degree in related discipline preferred
    • Experience:
    • Minimum of 10 years of training management experience, call center experience required. Multi-divisional experience at the company , with a strong working knowledge of all field, corporate, and technical operational facets. 5+ years of experience managing direct reports including remote employees.
    • Skills and Competencies:
    • Familiarity with the methods and principles for designing programs to teach, train and instruct both groups and individual adult learners, including the means of assessing the effects of training
    • Strategic business focus required. Must be able to lead best-practices in process and standards.
    • Experience in subscriber based business and operations, customer service/call centers, preferred.
    • Strong project planning and management skills are required paired with the ability to break down complex problems into manageable goals. Ability to translate strategic objectives/intent into tactical training plans.
    • Demonstrated ability to synthesize a broad range of stakeholder input to present recommendations that guide decision-making by Senior Leaders.
    • Ability to prioritize efforts and organize resources within a team to achieve business objectives. Ability to build team cohesiveness to achieve results.
    • Ability to promote a shared vision and customer focus.
    • Facilitation, negotiation, and process management skills.
    • Exceptional interpersonal skills and ability to interact at all levels of the organization and external constituencies -- SVPS, VPS, senior leaders, industry groups, and 3rd party consultants. Well-developed capacity for emotional intelligence.
    • Demonstrated skill in influence, conflict resolution, and negotiation for mutual success.
    • Demonstrated skill in producing high-quality and tailored deliverables to enable stakeholder communication and decision support.
    • Creates an environment that motivates, inspires and respects others. Ability to drive results through accountability
    • Highly credible leadership presence with high standard of integrity and professional conduct.
    • Advanced critical thinking that blends observation, data, and fact-based insight with intuition and foresight.
    • High organization and planning skills required. Proven track-record of meeting deadlines, performing with a high-degree of accuracy in a fast-paced environment, handling constantly changing priorities, and dealing well with conflict.
    • Ability to self-start, work independently, be versatile, and maintain personal resiliency in a dynamic environment.
    • Strong problem-solving and critical thinking skills required. Experience with business case development, financial fluency, and interpreting data -- even when imperfect.
    • Solid proficiency working with standard MS Office and project management technologies.
    • Intellectual curiosity and willingness to learn

Keywords: ADT Security Services, Irving , Director of Training & Development, Executive , Irving, Texas

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