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Director of Training & Development

Company: ADT Security Services, Inc
Location: Boca Raton
Posted on: September 13, 2020

Job Description:

Job Description - Director of Training & Development (2013470)

Director of Training & Development ( Job Number: 2013470 )

Company Overview:

At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter , LinkedIn , Facebook and Instagram .

Position Summary:

This position will serve as part of the strategic leadership team for Commercial Customer Care Operations, responsible for the transformation and execution of frontline training; development, definition and monitoring of customer experience; employee and leadership engagement programs; measurement of customer experience; process and policy excellence. Incumbent will provide professional and technical leadership to develop and execute comprehensive training programs that are in line with the overall strategic initiatives of the Customer Care organization. They will design and develop customer experience compliance, monitoring, and coaching standards for front line agents as well as ongoing support of the Customer Care Leader Certification program. This position requires a strong, consultative leader with significant expertise in training in a call center, superb facilitation and instructional design and development skills, as well as a strong operational, results-focused orientation to build and lead a learning environment that is integrated with business priorities and tied to achievement of strategic initiatives. Creates and personally implement new approaches to effectively using every available facilitation channel and resource, including innovative new approaches to technology and a variety of platforms to enhance curriculums and programs when necessary. Responsible for developing strong business relationships with each director in the Customer Care Organization for purposes of driving training and customer experience execution.

Position Responsibilities:

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 ADT 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 ADT.

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 ADT 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 ADT 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 ADT, 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

ADT Commercial LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.

Keywords: ADT Security Services, Inc, Boca Raton , Director of Training & Development, Other , Boca Raton, Florida

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