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Customer Support
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WD30118271159 Requisition #

What you will do

To provide new hire and incumbent development through utilizing adult learning methodologies and practices, facilitation of lectures, webinars, hands-on and web-based training, as well as through supervised on-the-job training. Responsible for the management and supervision of new hires and incumbents throughout the training period.  May also supervise, lead and develop Training Assistants.  

Duties & Responsibilities

  • Work closely with Manager, Training and Development, to provide standardized, 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-wide policies and procedures.
  • Utilize a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed.
  • Incorporate training methods that support all learning styles in the delivery of training programs.
  • Responsible for all training class preparation, facilitation and completion, including materials and classroom set-up/preparation, requesting log-ins and database access, and administrative functions pre-, during- and post-class.
  • Maintain accuracy of training class information on the National Training Team Portal.
  • Provide regular updates to Manager, Training and Development, and operational partners regarding progress and/or performance of new hires and incumbents during training.
  • Partner with technical writer team and local SMEs to develop and update training materials to achieve performance improvement and external customer satisfaction.
  • Conduct training initiatives/classes in a manner consistent with supporting the business in meeting its goals and objectives; i.e., ensure trainees are adequately prepared.
  • Evaluate and provide feedback to all class participants before completion of training and progression into the job role.
  • 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.
  • Administration of payroll review and validation for trainees.
  • Coordinate with departments to arrange identified resources in support of the training curriculum.
  • Handle employee relations issues in accordance with Human Resources guidance and direction.
  • Ability to work a flexible schedule in support of operational needs.
  • Ability to travel (typically up to 10%), determined by business need.
  • Opportunity to work remotely from any location in the US
  • Other duties as assigned.

What we look for

Requirements

  • Four-year degree is preferred, but not required.  Must have a minimum of 2-3 years training/call center experience.
  • 2-3 years of experience in an inbound/outbound call center environment preferred.
  •  2-3 years of training facilitation experience in an inbound/outbound call center environment preferred.

Preferred

  • Presentation Skills; effective in a variety of formal presentation settings; one-one-one, small and large group facilitation.  
  • Decision Quality; makes good decisions based on wisdom, experience, and judgment.
  • Functional/Technical Skills: has knowledge and skills of computer-based software and can do the job with high level of accomplishment. 
  • Business Acumen; has knowledge in business practices, technology, and information affecting the business and organization. 
  • Customer Focus; is dedicated to meeting the expectations of both internal and external customers.
  •  Managerial Courage; faces up to people problems on any person or situation quickly and directly. 
  • Managing and Measuring Work; monitors process, progress, and results. 
  • Time Management; uses time effectively and efficiently. 
  • Good Listening skills; practice 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 a classroom setting.    

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require accommodation during the application process, please visit www.johnsoncontrols.com/careers.

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