Job: Training Team Manager
This posting has expired and is no longer available.
More Jobs at Sears Customer Care Network - Tucson
Requisition ID 115739BR
Job Title Training Team Manager
Business Home Services - Customer Care Network
Call Center/Web Center Operations
State or Province/City AZ Tucson
Requisition Type Exempt
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: 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%)
49011: SEARS HS-TUCSON SUPT CTR