Johnson Controls Inc. Customer Service Training Manager in Aurora, Colorado

Customer Service Training Manager (WD30045688087)What you will do To provide new hire and incumbent development throughutilizing adult learning methodologies and practices, facilitation oflectures, webinars, hands-on and web-based training, as well as throughsupervised on-the-job training. Responsible for the management and supervisionof new hires and incumbents throughout the training period. May alsosupervise, lead and develop Training Assistants.Duties & ResponsibilitiesWork closely with Manager, Training and Development, to providestandardized, current training curriculum to new hires and incumbents.Prepare and conduct all CMC/FSC/ASC training regarding systems (i.e.,Admin, CARMS, Informix, MasterMind, Telmar, Document Manager,etc.) soft skills (i.e., customer service skills), and center-widepolicies anUtilize a professional and engaging approach in the presentation of trainingprograms, ensuring interactive methods are employed.Incorporate training methods that support all learning styles in the deliveryof training programs.Responsible for all training class preparation, facilitation andcompletion, including materials and classroom set-up/preparation,requesting log-ins and database access, and administrative functionspre-, during- and post-class.Maintain accuracy of training class information on the National Training TeamPortal.Provide regular updates to Manager, Training and Development, andoperational partners regarding progress and/or performance of new hires andincumbents during training.Partner with technical writer team and local SMEs to develop and updatetraining materials to achieve performance improvement and external customersatisfaction.Conduct training initiatives/classes in a manner consistent with supportingthe business in meeting its goals and objectives; i.e., ensure traineesare adequately prepared.Evaluate and provide feedback to all class participants before completion oftraining and progression into job role.Participate in training focus group meetings and on training project teamsfor the purpose of identifying areas of opportunity and trends to enhancetraining curriculum.Administration of payroll review and validation for trainees.Coordinate with departments to arrange identified resources in support oftraining curriculum.Handle employee relations issues in accordance with Human Resources guidanceand direction.Ability to work flexible schedule in support of operational needs.Ability to travel (typically up to 10%), determined by business need.Other duties as assigned.QualificationsWhat we look forRequirementsFour-year degree is preferred, but not required. Must have a minimum of 2-3years training/call center experience.2-3 years of experience in an inbound/outbound call center environmentpreferred. 2-3 years of training facilitation experience in an inbound/outbound callcenter environment preferred.PreferredPresentation Skills; effective in a variety of formal presentationsettings; one-one-one, small and large group facilitation.Decision Quality; makes good decisions based on wisdom, experience, andjudgment.Functional/Technical Skills: has knowledge and skills of computer basedsoftware and can do the job with high level of accomplishment.Business Acumen; has knowledge in business practices, technology, andinformation affecting the business and organization.Customer Focus; is dedicated to meeting the expectations of both internaland external customers. Managerial Courage; faces up to people problems on any person or situationquickly and directly.Managing and Measuring Work; monitors process, progress, and results.Time Management; uses time effectively and efficiently.Good Listening skills; practices attentive and active listening.Must possess ability to work in a fast paced call center environment.Creativity; ability to come up with new and unique ideas to presenting in aclassroom setting.Johnson Controls is a global multi-industrial company with core businesses inthe aut