ADT · 18 hours ago
Retention Training Manager
10620 Kemp Fain Ln, Knoxville, TN, 37932, US
Full-time
Onsite
Mid, Senior Level
$53K/yr - $106K/yr
4+ years expADT is a leading provider of security and automation solutions. The Retention Training Manager will facilitate and coach new hires and existing agents to enhance customer retention through effective training and performance monitoring.
Cyber SecurityHomeland SecurityInformation TechnologySecuritySmart Home
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
Qualification
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
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
Benefits
Healthcare benefits
401(k) plan and company match
Short-term and long-term disability coverage
Life insurance
Wellbeing benefits
Paid time off
6 paid holidays
Company
ADT
ADT is a security company that provides smart home solutions and business security.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$4.1BKey Investors
State FarmGoogle
2025-10-28Post Ipo Debt· $325M
2025-09-30Post Ipo Debt· $1B
2025-03-03Post Ipo Secondary
Leadership Team
Jim DeVries
Chairman, President and Chief Executive Officer
Jeff Likosar
President, Corporate Development and Chief Financial Officer
Recent News
2026-01-07
Company data provided by crunchbase