Team Manager Care Support Training

Company: ADT Careers
Location: Knoxville
Posted on: March 12, 2025

Job Description:

Summary:

The Training Team Manager will provide training and development to new hires and current employees using adult learning methods. Responsibilities include delivering training and enabling trainees to reach targeted key performance indicators (KPIs), managing large and small size classes, ensuring training materials are up to date, serving as a subject matter expert to Curriculum Design team, and collaborating with various team members and lines of business (LOB). The role requires presentation skills, decision making ability, technical proficiency, business acumen, customer focus, and effective time management. The ideal candidate should have training and call center experience, proficiency in various software, and the ability to work in a fast-paced environment.

Duties and Responsibilities:

• Onboard new hires for Care teams, onsite and/or virtually.
• Be effective; achieve Trainer scorecard performance targets.
• Conduct training using various systems and tools, ensuring an engaging and interactive approach.
• Manage all aspects of training classes, setup, and administrative tasks.
• Monitor performance progress, identify outliers, provide feedback, create development plans and communicate with management and LOB partners.
• Work with CX&O Design team and SMEs to update training materials for performance improvement.
• Participate in focus groups for optimal training performance.
• Administer payroll review and validation for trainees.
• Coordinate with departments to secure necessary resources for training.
• Handle employee relations issues in line with HR guidance.
• Coordinate schedules with teammates for coverage adjustments.
• Be flexible with work hours and travel as needed.
  Experience Required:
  
  
  • A four-year degree is preferred but not mandatory.
  • Minimum of 2-3 years of training and call center experience.
  • 12 months of inbound/outbound call center experience is preferred.
  • 2-3 years of training facilitation experience in a call center environment is preferred.
  • Strong presentation skills for various group sizes.
  • Ability to make sound decisions based on experience and judgment.
  • Proficiency in computer-based software.
  • Knowledge of business practices and technology.
  • Dedication to meeting customer expectations.
  • Ability to address people problems directly.
  • Monitoring and measuring work progress and results.
  • Effective time management skills.
  • Active listening skills.
  • Adaptability to a fast-paced call center environment.
  • Creativity in presenting ideas in a classroom setting.
    Location Requirement: Must reside near the Irving, Knoxville or Rochester call center.
    
    Anticipated application close date is on March 14, 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.
    
    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, Knoxville , Team Manager Care Support Training, Hospitality & Tourism , Knoxville, Tennessee