Retention Effectiveness Unit Manager

Summary

Under the supervision of theDir.

Retention Effectiveness Retention is responsible for leading, implementation, and coordination of training initiatives to ensure departmental and organizational priorities are met.

The Unit Manager of Training is responsible for the training and performance of new hires, including speed to competency and employee retention within the employees first 120 days, through targeted efforts to align on Key Performance Indicators, (KPI’s). This role will provide inspirational, ordered, and disciplined leadership to Training Leaders, and Moderators while working collaboratively with others in a dynamic, engaging way to deliver an excellent training experience to employees.

This role develops strong business relationships and partnerships with Retention Leaders (Directors, Unit Managers, and Team Managers), Human Resources and Talent Acquisition to develop strategic plans to hire and develop talent.

This role delivers learning and development programs in support of business needs and partners with the Senior Manager of Retention Effectiveness to execute training programs in a manner consistent with supporting the business in meeting its objectives and delivering key results. The Unit Manager of Training utilizes proven Adult Learning Methods, sound analytical and judgment skills, class and leader observed feedback methods, and professionalism to provide world class training and coaching to business partners.

Candidate must live within 30 miles of one of the following contact centers:
Knoxville, TN;
Irving, TX;
Wichita, KS; or Jacksonville, FL. This role requires onsite attendance, specific days will be determined.

Time Allocation: 40% of time spent in these areas:

• Develop strong working relationships with Retention teams and other peers to ensure processes and training development align with curriculum enhancements, and recommendations thereof.
• Effectively lead teams focused on coaching, developing, and driving performance of new hires to ensure retention performance within their first 90 days of employment.
• Meet and exceed speed to competency goals for agents across all locations.
• Improve and maintain employee attrition rate based on agreed upon targets set for first 90 days.
• Maintain existing training programs for retention employees and apply adult learning methodology and innovation.
• Manage the incorporation of training methods that support all learning styles in the delivery of training program.
• Track and share training trending, to include reporting and administration of training surveys. Using this data to create an action plan on an individual basis and class basis.
• Manage delivery of Retention training regarding systems, soft skills (i.e., sales, customer service skills), and center-wide policies and procedures.
• Ensure the professional and engaging approach in the presentation of training programs and delivery of coaching, ensuring interactive methods and standard coaching methods are employed, including learner centric, self-directed, and instructor led applications to maximize the learner experience and performance
• Oversee training class preparation, facilitation, and completion, including materials and classroom set-up/preparation, requesting logins and database access, and administrative functions pre-, during- and post-class.
• Provide regular updates to Director of Retention Effectiveness, Senior Manager of Training Effectiveness, Human Resources, and business partners regarding progress of training and performance of new hires and incumbents throughout training in addition to coaching performance.
• Participate in training focus group meetings and on training project teams for the purpose of identifying areas of opportunity and trends to enhance training curriculum
• Identify at-risk trainees, then develops and implements appropriate actions to mitigate their attrition risk and communicates these activities to leadership and colleagues.
• Create training delivery, execution, and coaching plans to facilitate an environment enriched with positive learning experiences and customer-obsessed interactions.
• Collaborate with leaders…