Sr Training & Enablement Specialist - Monitoring

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here. 

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

What You'll Do 

Are you customer obsessed? Do you want to be part of building the framework that curates a positive customer experience through multiple learning approaches? Our goal is to exceed our customer expectations and foster best in class monitoring; we are looking for an experienced trainer to partner with us. This role will be responsible for developing, facilitating and tracking training for new and/or ongoing initiatives & product launches for our monitoring department. Your work will help to deliver delightful moments or empathy during alarm events. You will expand the skills of specialists on SimpliSafe products/services, identify knowledge gaps and provide coaching opportunities to improve performance and productivity. 

Primary Responsibilities Include: 

  • Facilitate new hire training for Monitoring specialists and collaborate with Operations leadership for each session 
  • Partner with other Monitoring Enablement teams to develop, deliver & track training content 
  • Deliver insight and feedback from trainings, translating business needs into actionable and measurable outcomes 
  • Be responsible for conducting routine skill-building training, and providing feedback to leadership on strengths, opportunities, and behavioral trends 
  • Monitor and evaluate new + updated training initiatives to ensure effectiveness 
  • Use technology to create training efficiencies, track participation, and document knowledge
  • Review monthly trends based on QA identified behaviors/training observations to prepare refresher training as needed and/or recommend areas of improvement in training content 
  • Participate in call calibrations with leadership and the QA team 
  • Maintain and upkeep training content library, assessments, and other training resources 
  • Increase competency and productivity of agents through group and individual training sessions 

What You’ll Bring:

  • 3-5 years of experience as Trainer in corporate setting (experience in contact center and/or SAAS environments is a plus) 
  • Excellent Presentation & Facilitation skills 
  • Ability to partner in a team setting, independently and cross-functionally with varying levels of leadership 
  • Experience creating training schedules and materials for multiple lines of business
  • Familiarity with content creation and adult learning methodologies 
  • Ability to communicate effectively with management and other departments
  • Proficiency using Google Suite 
  • Ability to effectively organize and manage multiple training initiatives simultaneously
  • Ability to manage the full training cycle, including in-person activities and web-based learning 
  • Hands-on experience with e-learning platforms 
  • Excellent organizational skills; mindset of ownership and solution driven
  • Strong understanding of business goals and extensive knowledge of best practices for the Customer Experience
  • Must be able to routinely (<25%) adjust schedule to do evening, or even overnight upskills based on and to support business needs

What Values You’ll Share

  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

 

Department:

Monitoring

Position:

Sr Training & Enablement Specialist - Monitoring

Location:

Richmond, VA