Retention Effectiveness Unit Manager

Summary:

Under the supervision of the Dir.Retention Effectiveness Retention is responsible for leading, implementation, and coordination of training initiatives to ensure departmental and organizational priorities are met.

Duties and Responsibilities:

The Unit Manager of Training is responsible for the training and performance of new hires, including speed to competency and employee retention within the employees first 120 days, through targeted efforts to align on Key Performance Indicators, (KPI’s). This role will provide inspirational, ordered, and disciplined leadership to Training Leaders, and Moderators while working collaboratively with others in a dynamic, engaging way to deliver an excellent training experience to employees.

This role develops strong business relationships and partnerships with Retention Leaders (Directors, Unit Managers, and Team Managers), Human Resources and Talent Acquisition to develop strategic plans to hire and develop talent.

This role delivers learning and development programs in support of business needs and partners with the Senior Manager of Retention Effectiveness to execute training programs in a manner consistent with supporting the business in meeting its objectives and delivering key results. The Unit Manager of Training utilizes proven Adult Learning Methods, sound analytical and judgment skills, class and leader observed feedback methods, and professionalism to provide world class training and coaching to business partners.
 

Candidates must live within 30 miles of one of the following contact centers: Knoxville, TN; Irving, TX; Wichita, KS; or Jacksonville, FL. This role requires onsite attendance, specific days will be determined. 
 

Operations Management 

Time Allocation: 40% of time spent in these areas:

• Develop strong working relationships with Retention teams and other peers to ensure processes and training development align with curriculum enhancements, and recommendations thereof. 

• Effectively lead teams focused on coaching, developing, and driving performance of new hires to ensure retention performance within their first 90 days of employment.
• Meet and exceed speed to competency goals for agents across all locations.

• Improve and maintain employee attrition rate based on agreed upon targets set for first 90 days.

• Maintain existing training programs for retention employees and apply adult learning methodology and innovation. 
• Manage the incorporation of training methods that support all learning styles in the delivery of training program.
• Track and share training trending, to include reporting and administration of training surveys. Using this data to create an action plan on an individual basis and class basis. 
• Manage delivery of Retention training regarding systems, soft skills (i.e., sales, customer service skills), and center-wide policies and procedures.
• Ensure the professional and engaging approach in the presentation of training programs and delivery of coaching, ensuring interactive methods and standard coaching methods are employed, including learner centric, self-directed, and instructor led applications to maximize the learner experience and performance
• Oversee training class preparation, facilitation, and completion, including materials and classroom set-up/preparation, requesting logins and database access, and administrative functions pre-, during- and post-class.
• Provide regular updates to Director of Retention Effectiveness, Senior Manager of Training Effectiveness, Human Resources, and business partners regarding progress of training and performance of new hires and incumbents throughout training in addition to coaching performance.
• Participate in training focus group meetings and on training project teams for the purpose of identifying areas of opportunity and trends to enhance training curriculum
• Identify at-risk trainees, then develops and implements appropriate actions to mitigate their attrition risk and communicates these activities to leadership and colleagues.
• Create training delivery, execution, and coaching plans to facilitate an environment enriched with positive learning experiences and customer-obsessed interactions. 
• Collaborate with leaders on various levels and groups to ensure strong training experience and continued support post training.
• Calibrate with Retention leadership on successes and opportunities to then create an action plan to close any knowledge or behavior gaps.
• Address employee relations issues in accordance with Human Resources guidance and direction.
• Ability to work flexible schedule in support of team development and operational needs.
• Ability to travel (typically up to 10 - 20%), determined by business need.
• Other duties as assigned. 
• Plan, implement, and develop training development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, and workshops. Ties in activities to ADT’s focus on being the voice of the customer.
• Effectively lead training managers to coach, develop, drive performance, and increase employee attrition up to, and beyond 90 days of employment. 
• Develop and maintain documented Standard Operating Procedures (SOPs) for training programs and related processes.
• Equip training managers and mentors with techniques and skills for training and development of adult learners.
• Coach training managers and mentors to performance standards and departmental strategy with a focus on ADT’s Noble Mission.
• Generate and send training reports as needed (audits, action plans, etc.).

Strategic Planning, Business Development 

Time Allocation: 20% of time spent in these areas:

Leadership

Time Allocation: 40% of time spent in these areas:

• Strong accountability of self and direct team to manage performance and retention efforts.

• Understanding of departmental, team, and individual workplace culture-building with an emphasis on retaining top talent. Possesses urgency surrounding building a positive culture.

• Professional and engaging presentation skills, capability to flex to audiences of mixed roles, sizes, and functional areas.

• Knowledge of principles and methods of instruction for individuals and groups; ability to measure training impacts.

• Is an accountable, urgent business partner who possesses a high degree of discretionary effort.

• Active listening skills demonstrating synthesis of employee concern, content understanding, and asking appropriate clarifying questions.

Knowledge, Skills, and Abilities:

Education/Certification:

• Bachelor’s degree in any field, or experience in related field. Master’s degree is a plus.
• Special certification or diploma in any training-related field is preferable, but not required

Experience:

• Minimum of five (5) years of operations and/or training management or supervisory experience, including direct experience managing people leaders, such as Training Managers or equivalent leadership roles. Experience in an inbound/outbound call center environment is preferred.
• Minimum three (3) years of Instructional Design experience.
• Experience facilitating virtual training sessions/classes.
• Presentation skills: effective in a variety of formal presentation settings; one-on-one, small and large group facilitation. 
• Decision quality: make good decisions based on analysis, experience, and sound judgment.
• Business acumen: knowledge of business practices, training technology, and information affecting the business and organization. 
• Creativity: ability to come up with new and unique ideas to inspire different training and coaching styles to provide a great learning experience.
• Strategic agility: ability to administer, instruct, and facilitate training and coaching initiatives through behavioral and metric driven processes.
• Strong coaching/development and performance feedback skills.
• Strong planning, prioritization, and organizational skills.
• Ability to consult with business partners to assess and determine training and coaching needs. 
• Ability to design small scale training plans and customize existing training plans as needed for different audiences. 
• Develop direct reports and others through leadership, interpersonal influence, mentoring, and collaboration skills.

• Ability to apply different training techniques, methods, and modes to ensure attrition is minimized and learning and comprehension are elevated.

• Functional/Technical Skills: Strong PC skills in Microsoft Word, Excel, PowerPoint, and SharePoint. 

• Perform other duties and responsibilities that may be assigned from time-to-time.

Skills:

Functional Competencies:

Business and Financial Acumen:

• Understands customer and business trends and key drivers of the business; takes action to drive ADT business results. 

• Employs established methods or techniques to the analysis of customer and financial data. 

• Develops, implements, and monitors solutions and action plans to ensure the attainment of customer service and financial goals.

Drives Growth:

• Develops a compelling business case and presents it to leadership to obtain needed support, financing, and resources. 

• Identifies market opportunities that are consistent with the strategy of the business and takes appropriate action to address these opportunities. 

• Applies broad, cross-functional knowledge and resources to produce results that best fit the company strategy.

Inspires Results:

• Creates a positive and engaging work environment where employees are supported and enabled but held accountable for both results and how these results are achieved. 

• Enables accomplishment and goal achievement by prioritizing and balancing time, actions, resources, and initiatives. 

• Ensures change initiatives and priorities are implemented appropriately and celebrated.

Strategic Agility:

• Takes real-time assessment of performance and capabilities against current and future needs and responds appropriately with strategic and operational plans; monitors execution on solutions to deliver business objectives. 

• Works through different strategic options to determine their intended and unintended implications and applies to business planning. 

• Highly adaptable in challenging and complex situations; able to quickly assess situations and see both bigger and smaller picture impact and take quick action to address. 

Pay and Benefits Disclosure:

The pay range for this role is $72,400.00 - $108,600.00 , and is based on experience and qualifications. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.