Retention Training Manager

Summary:

The Retention Training Manager is responsible for designing, facilitating, and optimizing training programs that support new hires and existing agents in achieving ADT’s customer retention goals. This role combines instructional design, facilitation excellence, performance analytics, and cross-functional partnership to ensure agents are equipped to deliver exceptional customer experience and reduce account attrition.

 

Operating in a hybrid environment, the Retention Training Manager performs training facilitation, class leadership, and partner collaboration onsite while completing curriculum development, reporting, and content creation remotely.

 

Key Responsibilities:

Curriculum Design and Learning Development

• Manage training intake requests and conduct needs analyses to identify performance gaps, define learning objectives, and recommend appropriate instructional solutions aligned with business goals.
• Scope and lead training development projects, including defining requirements, timelines, deliverables, and success metrics while partnering with SMEs and stakeholders.
• Design, develop, and maintain blended learning curriculum, including lesson plans, facilitator guides, simulations, eLearning, job aids, assessments, and reinforcement activities.
• Evaluate training effectiveness using knowledge checks, skills assessments, learner feedback, and performance data to refine and continuously improve learning solutions.

 

Huddles and Team Meeting Guides

• Create weekly Huddle Guides with micro-learnings, objection-handling refreshers, policy updates, and performance focus areas.
• Develop Team Meeting Guides for frontline leaders that convert performance data into clear coaching actions, discussion topics, and skill-building plans.
• Provide ready-to-use coaching tools, reference sheets, performance dashboards, and call libraries to reinforce learning beyond training.

 

Training Facilitation and Coaching

• Deliver high-quality training sessions both onsite and virtually, ensuring a consistent and engaging learning environment.
• Coach and develop trainees through live call examples, side-by-side sessions, structured feedback, and skill labs.
• Monitor trainee participation, performance, and professional behavior to ensure readiness for production.
• Promote effective call control techniques that enhance customer satisfaction and profitability.

 

Performance Analysis and Reporting

• Identify at-risk agents early in the training cycle and provide weekly performance updates to Unit Managers and LOB leaders.
• Produce class-over-class reports summarizing performance, attendance, trends, and curriculum effectiveness.

 

Business Partnership and Communication

• Collaborate with multiple business units (LOB, QA, WFM, CEM Leadership) to ensure training is aligned with current strategies and operational needs.
• Communicate updates, decisions, and business changes clearly and effectively to both trainees and leadership.
• Gather and relay insights from the field to inform content revisions, policy updates, and retention strategies.

 

Operational Support and Continuous Improvement

• Identify operational, system, or procedural issues that impact retention performance and collaborate on timely solutions.
• Support special projects, account research, and follow-up assignments as needed.
• Ensure a culture of teamwork, inclusion, and psychological safety within each training class.

 

Education and Experience Requirements

• Bachelor’s degree preferred; equivalent business experience accepted (two years of relevant experience per year of college not completed).
• Minimum 2 years of customer service experience.
• Minimum 2 years of supervisory experience, preferably in a call center or service-focused environment.
• Strong managerial, interpersonal, coaching, and communication skills.
• Proficiency in PC applications and understanding of call center metrics and performance drivers.
• Experience with telephony systems, CMS, and Center View preferred.

 

Technical and Professional Competencies

• Curriculum design and adult learning methodologies.
• Strong project management capabilities.
• Advanced analytical skills, including familiarity with JMP, Minitab, or SAS.
• Data modeling and customer segmentation understanding.
• Visio and Microsoft Project proficiency.
• Executive presentation skills.
• Customer focus