Customer Service Training Supervisor
Johnson Controls

Kansas City, Missouri

Posted in IT


This job has expired.

Job Info


Position Summary: Supervisor, Customer Monitoring Center Training

What You Will Do

Own the relationship between Learning/Development and Customer Monitoring Center Operations to ensure training requirements and expectations are met. Lead Training team responsible for training new and existing staff across all functions of multiple Alarm, Contact, and Support centers. Ensure qualified, knowledgeable staff are released into these business units. Support the continuous improvement of CMC Learning and Development training activities and initiatives by working with L & D Leadership and Facilitators to improve training facilitation, classroom management, and operational discipline. Keep up to date with changes in Standard Operating Procedures and ensure training team implements all updates and changes necessary.

  • How You Will Do It
  • Leads multi-location training facilitation team in their delivery of content in support of business strategies.
  • Collaborate on training material development needs.
  • Ensures the annual training plan and budget are met.
  • Provide clarity on the strategic direction of the training department.
  • Provides specialist advice to - and meets/communicates often with -Leadership Teams on various training matters and needs.
  • Partner with Learning & Development Leadership, Operations Leadership, and Recruiting to schedule training classes/ resources to meet business needs and maintain the accuracy of class reporting within these groups.
  • Determines the learning related needs for targeted audiences by identifying required competencies including skills, knowledge and behavior.
  • Participate in training focus group meetings and on training project teams to identify areas of opportunity and trends to enhance training curriculum.
  • Design training solutions, methodologies, and procedures.
  • Determines metrics to evaluate call center effectiveness of the training.
  • Ability to work flexible schedule in support of operational needs.
  • Travel required up to 25%
  • Extended travel engagements may be necessary on occasion
  • Other duties as assigned.

What we look for

Required Qualifications

  • At least five years' experience in call centers
  • At least three years leading training programs
  • Customer Orientation: dedication to meeting the expectations of both internal and external customers
  • Execution Discipline: monitor process, progress, and results
  • Bottom-up Innovation: ability to come up with new and unique ideas for facilitating training
  • Coaching Others: ability to support a coaching culture that drives for improvements and shares knowledge

Preferred Qualifications

  • Advanced degree in Learning and Development
  • At least seven years' experience with call center or shared services training programs

Additional Information

  • Hiring Manager: Michelle C Pfeiffer


This job has expired.

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