Retention Team Manager Training Position Available In Knox, Tennessee

Job Description:

Summary:

The Retention Training Manager will facilitate, coach, and provideleadership and resources for new hires and incumbent agents whosemain responsibilities are to retain customers while utilizing andenforcing approved ADT offers. The Retention Training Manager willreport class over class performance, attendance, and behaviors toidentify what retention efforts have been effective and implementimprovements and proactive methods of retaining accounts prior tocustomers escalating to attrition.

Duties and Responsibilities:

Provide opportunities to a team of high potentialrepresentatives, enabling them to develop new skills and increasetheir business knowledge by clarifying expectations, offeringinstruction and advice, and providing support and feedback, whilerole modeling call examples. Track new hire performance and engagement duringfacilitation. Identify at-risk agents and provide weekly readout to UM andLOB leaders. Consistently seek and disseminate information received fromLOBs and provide updates to the class. Communicate relevant information about decisions, plans, andactivities, giving direction and enabling the team to carry outtheir responsibilities effectively and knowledgeably. Monitor the progress and quality of the work and theeffectiveness of the class. Work side-by-side with the CEM leaders and onboarding managersto identify training/quality issues and report data monthly. Manage proper call control techniques to promote profitabilityand control costs without adversely impacting customersatisfaction. Facilitate the constructive resolution of conflict, encouragecooperation, diversity, and teamwork to build a successful,cohesive class within the ADT organization. Identify operational/systematic situations or potential issuesand implement solutions to resolve issues in a timely manner. Performance will be measured by several things, includingagents’ call taking during training. Other duties as assigned, including but not limited to, accountresearch 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 ofcollege education. Business experience must include job history ofincreased responsibility, autonomy, and independent judgement. Two (2) years of experience in a customer service-relatedposition. Two (2) years of experience in a supervisory capacity,preferably in a service environment managing non-exempt levelemployees. Managerial and excellent communication and interpersonal skillsrequired. 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. Subjectto change based on line of business. Anticipated application close date is on May 9, 2025. ADT is an Equal Employment Opportunity (EEO) Employer. We celebratediversity and are committed to building an inclusive team thatrepresents a variety of backgrounds, perspectives, and skills. ADTstrives to ensure every employee and applicant feels valued. Visitus at jobs.adt.com/diversity to learn more.