Retention Team Manager Training
Company: ADT Careers
Location: Knoxville
Posted on: May 7, 2025
Job Description:
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.
ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate
diversity and are committed to building an inclusive team that
represents a variety of backgrounds, perspectives, and skills. ADT
strives to ensure every employee and applicant feels valued. Visit
us at jobs.adt.com/diversity to learn more.
Keywords: ADT Careers, Asheville , Retention Team Manager Training, Hospitality & Tourism , Knoxville, North Carolina
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