AVP, Training - Technology

Information Technology ALLEN, Texas


Description

AVP, Training - Technology

Frontier Communications Corporation (NASDAQ: FTR) is a leader in providing communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier’s video offerings include Frontier® and Vantage TV by Frontier™ with 100 percent HD picture quality, Total Home DVR, instant channel change, enhanced search, Video on Demand, and much more. Frontier Business ™offers communications solutions to small, medium, and enterprise businesses. More information about Frontier is available at www.frontier.com.

This position plans, coordinates, directs and supervises the learning services vertical and all technology, curriculum, and processes required to support service delivery for the Technical Support Organization. The AVP of Training - Technology will own the lead role in client interactions related to learning service delivery, education and development, planning, internal and Partner training and education.

ESSENTIAL DUTIES & RESPONSIBILITIES
 

  • Adhere to FRONTIER code of conduct
    Manage the learning services department and responsibilities including planning, development, implementation, and maintenance of each account’s training programs
    • Manage day-to-day service delivery of the learning services platform
    • Direct learning services personnel to exceed both internal and client targets
    • Interface with sales personnel, client senior management, and Frontier senior management
    • Participate in internal and client quarterly business reviews, learning services meetings and strategic planning sessions determining the direction of training, quality assurance, classroom design, technology, pedagogy, and the comprehensive learning experience
    • Meet or exceed account objectives for revenue, gross profitability, training, quality assurance, and customer satisfaction
    • Develop, grow, and maintain employee experience, capability, morale, and job satisfaction
  • Monitor and report performance metrics and client satisfaction for Frontier Technical Support and Advanced Technical Services Organization       
    • Achieve assigned targets, while meeting service level and Technical Support satisfaction objectives (Issue Resolution/NxS)
    • Assure that compliance, documentation, and information is up to date and files are maintained and standardized throughout the enterprise
  • Maintain requirements including certifications, training objectives, quality assurance, satisfaction scores, etc. are routinely conveyed and understood by all team members
    • Provide the lead role in internal and client communications in matters of support performance reporting, staffing, product development, curriculum design, and technology
  • Convey key information to the regions and operational partners responsible for daily operations
  • Support Frontier goals by improving the quality & efficiency of consumer care training, curriculum development, instruction, technology, initial experience, customer experience, learning platforms and pedagogy
  • Update & integrate global technology platforms to optimize and integrate learning fulfillment activities

SUPERVISORY RESPONSIBILITIES

The AVP of Training - Technology will oversee a team of Learning Services professionals dedicated to successful fulfillment of a comprehensive Technical learning experience.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must have strong and effective verbal and written communication skills
  • Must have strong Technical acumen
  • Must be able to handle confidential/sensitive topics appropriately
  • Must be an effective leader
  • Must be able to successfully manage multiple projects simultaneously
  • Must demonstrate appropriate experience in Learning Services and the BPO/Call Center Industry
  • Must have excellent interpersonal, organizational, creative, mediation, and negotiation skills
  • Must possess strong command of technology, training, curriculum design, coaching, active learning, and adult-centric instruction

EDUCATION & EXPERIENCE

Bachelor’s degree preferred, plus 5-10 years of experience in a Client Services Management and/or Training/Adult Learning role

KEY PERFORMANCE BEHAVIORS:

Driving for Results

  • Drives towards top business performance.
  • Pushes to meet or exceed goals and personally improves performance.
  • Enjoys working hard, is action oriented and full of energy for the things s/he sees as challenging and not fearful of acting with a minimum of planning.
  • Can be relied upon to exceed goals successfully, is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results.

Leading Change

  • Aligns people and organizations around change.
  • Challenges the way things are done and carries a message of change.
  • Can effectively cope with change, can shift gears comfortably, can decide and act without having the total picture and is not troubled when things are up in the air, can comfortably handle risk and uncertainty.


Leading People

  • Manages, focuses and empowers team members
  • Is very good at establishing clear direction, sets stretching objectives, lays out work in a well -planned manner, brings out the best in people and is a clear communicator

Strategic Thinking

  • Focuses on larger, longer term issues and creates plans and strategies
  • Looks toward the broadest possible view of an issue/challenge, can easily pose future scenarios
  • Can discuss multiple aspects and impacts of issues and project them into the future.
  • An agent of change to orchestrate moving from a customer service/sales-based organization to a true expert technical organization

Customer Focused

  • Is dedicated to meeting the expectations and requirements of internal and external customers, acts with customers in mind, establishes and maintains effective relationships with customers and gains their trust and respect.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.