Job: Training Team Manager

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Jobing Description

Requisition ID 115739BR



Job Title Training Team Manager



Business Home Services - Customer Care Network



Job Function



Call Center/Web Center Operations



State or Province/City AZ Tucson



Requisition Type Exempt



Job Description



Builds customer loyalty by improving the skills of call center sales and customer service agents by facilitating procedural, systems, and soft-skills training. Provides direct supervision of class participants. Monitors performance, coaches for improvement, and provides feedback to team members. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management.

 

Skills / Requirements

Responsibilities/Skills/Experience Requirements

RESPONSIBILITIES: Using instructional methods for adult learning, delivers course curriculum and facilitates learning for call and web center agents. Directly supervises class attendees and coordinates transition from classroom to department. Provides performance feedback through informal communications, formal classroom progress reports, and deficiency management. Supports and communicates departmental and organizational quality standards, processes and procedures, and policies. Appropriately addresses human resources issues, such as attendance and interpersonal conflicts in the classroom; consults Team Manager, Department Manager, and/or HR for guidance as needed. Maintains current knowledge of subject matter of and technical skills for the businesses supported. May rotate to complete a 3 to 6 month assignment as a call or web center Team Manager after 18 to 24 months on the job. May require business travel.



REQUIREMENTS: Supervisory or demonstrated team leadership experience required. Experience as a corporate trainer strongly preferred. Call center and/or sales experience preferred. Proficiency in office software required, MS Word/Excel preferred. Willingness to relocate preferred.



Preferred Minimum Education Bachelors Level Degree



Travel Requirements On Occasion (Less than 5%)



Physical Location



49011: SEARS HS-TUCSON SUPT CTR