Retention Team Manager Training (Job 3016466)

Summary:
The Retention Training Manager will facilitate, coach, and provide leadership and resources for new hires and incumbent agents whose main responsibilities are to retain customers while utilizing and enforcing approved ADT offers. The Retention Training Manager will report class over class performance, attendance, and behaviors to identify what retention efforts have been effective and implement improvements and proactive methods of retaining accounts prior to customers escalating to attrition.

Duties and Responsibilities:

• Provide opportunities to a team of high potential representatives, enabling them to develop new skills and increase their business knowledge by clarifying expectations, offering instruction and advice, and providing support and feedback, while role modeling call examples.
• Track new hire performance and engagement during facilitation.
• Identify at-risk agents and provide weekly readout to UM and LOB leaders.
• Consistently seek and disseminate information received from LOBs and provide updates to the class.
• Communicate relevant information about decisions, plans, and activities, giving direction and enabling the team to carry out their responsibilities effectively and knowledgeably.
• Monitor the progress and quality of the work and the effectiveness of the class.
• Work side-by-side with the CEM leaders and onboarding managers to identify training/quality issues and report data monthly.
• Manage proper call control techniques to promote profitability and control costs without adversely impacting customer satisfaction.
• Facilitate the constructive resolution of conflict, encourage cooperation, diversity, and teamwork to build a successful, cohesive class within the ADT organization.
• Identify operational/systematic situations or potential issues and implement solutions to resolve issues in a timely manner.
• Performance will be measured by several things, including agents’ call taking during training.
• Other duties as assigned, including but not limited to, account research and follow-up, special projects, etc.

Education/Work Experience Required:

• Four-year degree is preferred. If degree has not been obtained, must have 2 years of business experience equivalency per year of college education. Business experience must include job history of increased responsibility, autonomy, and independent judgement.
• Two (2) years of experience in a customer service-related position.
• Two (2) years of experience in a supervisory capacity, preferably in a service environment managing non-exempt level employees.
• Managerial and excellent communication and interpersonal skills required.
• Must be PC proficient.
• Must understand call center dynamics and key measurements.
• Some knowledge of telephony capabilities, CMS, Center View.

Core Competencies:

• Strong project management skills.
• Ability to work with functional leaders to implement people, process, and/or technology solutions.
• Strong knowledge of Microsoft Visio and Microsoft Project.
• Strong analytical capabilities (use of statistical tools, JMP, MiniTab, SAS).
• Deep understanding of data modeling to identify most valuable, growable, and low profitability customers.
• Integrity
• Self-awareness
• Ethics and values
• Customer focus
• Drive for results
• Teamwork and relationship building
• Interpersonal savvy
• Promoting inclusion
• Creativity
• Forward thinking
• Directing others
• Composure
• Decision quality
• Comfortable presenting to executive leadership
• Strong analytical skills
• Strong project management skills

Work Environment:

• Required to work onsite at an ADT call center (Knoxville).

Work Schedule: Monday-Friday 8:30 a.m. – 5:30 p.m. EST

• Must be flexible and able to adapt to department needs. Subject to change based on line of business.

Anticipated application close date is on May 9, 2025.