Joanna Rohde Email & Phone Number

Missoula, Montana Area

· Process improvement in the on the job training process.· Manage new hire employees in new hire On the Job training process.· Select, coach and develop subject matter experts to assist in the training process· Adept at building relationships with peers and cross functional leadership to drive engagement with new employees and enhance integration into AT&T culture. · Process Influence-provide consistent feedback on… Show more · Process improvement in the on the job training process.· Manage new hire employees in new hire On the Job training process.· Select, coach and develop subject matter experts to assist in the training process· Adept at building relationships with peers and cross functional leadership to drive engagement with new employees and enhance integration into AT&T culture. · Process Influence-provide consistent feedback on processes, timelines and outcomes· Interpersonal Skills – I build relationships with peers, community members and prospective candidates for hire· Employee Development Strategy – Assessing learning styles and developing strategies to reduce new hire learning curve· Training and Development- Development of agent call behaviors and gap training that may have been missed in training· Knowledge of Organization- Org Savvy and able to utilize department and resources to correct on boarding issues when they arise· Human Resources Policies, Strategies and Environment- understanding of HR Policies and what is applicable to our new hire employees.· Corporate Citizenship- involvement in the community by promoting AT&T through various of events (Chamber of Commerce-Business After Hours, Job Services, and other local events for increased exposure)· Certified to interview prospective employees for job & culture fit. · Assist with organization and follow through of recruiting luncheons for prospective employees, as well as new hire welcome luncheon.· Organization and follow through of celebration lunch for fully trained employees. Show less

Missoula, Montana Area

Essential Duties & Responsibilities:Coaching & Development – Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and proving feedback/coaching; facilitating one-on-one coaching sessions with CSRs; facilitation of discussions on weekly/monthly achievement levels and goals to assigned team and coaches… Show more Essential Duties & Responsibilities:Coaching & Development – Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and proving feedback/coaching; facilitating one-on-one coaching sessions with CSRs; facilitation of discussions on weekly/monthly achievement levels and goals to assigned team and coaches team members to ensure improvement and efficient productivity is achieved.Performance Management – Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives and provides to the appropriate CSR pay rate during the salary increase process for assigned team; manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.Administrative – Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions. Documents all coaching/development sessions in the appropriate databases in a timely manner. Interaction with cross-functional support groups in order to manage the day-to-day operations. Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required.Ad Hoc Responsibilities – May perform other related duties and responsibilities as assigned and/or required. Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner. Show less

Missoula, Montana Area

Missoula, Montana Area

Conducted new hire and continuing education, processes improvement training, and leadership education.Provided employee coaching to enhance skill development.Participated in activities designed to improve customer satisfaction and business performance.Provided input to training curriculum, based on classroom experience. Reviewed and revised training material to ensure teams meet performance-based criteria.

Missoula, Montana Area