Company Name: Sears Import - OLD
Job Details
Duration: Permanent
Min Education: Not Specified
Salary: Commensurate
Job Type: Full Time
Min Experience: Not Specified
Required Travel:
  • USA - Orlando Florida, 32801
Job Description
The Territory Service Quality Manager (TSQM) is responsible for identifiying, developing and analyzing performance to ensure that the technical workforce receives technical, customer experience, systemic and operational training, to include targeted continual education for incumbent technicians, and new hire training. This position is responsible for the analytics and identification of training opportunities, including Customer experience, technical, systemic and operational, and the targeting of Home Services training programs to ensure a strong technical work force. This position ensures that Key Performance Indicators (KPIs) are used to identify outlier performance to prioritize candidates and training courses of action for performance improvement.

Job Duties/Responsibilities:

• Analyzes Key Performance Indicators (KPIs), including recall performance, CSAT results, STAC compliance, and operational compliance reporting, to identify outlier performance and opportunities for training. Makes training recommendations based on results of analysis.
• Acts as a strategic business partner to understand the In-Home business model and how to translate the requirements into current and future training.
• Coordinates with the Region Service Quality Manager to deploy national or regional training programs and priorities
• Ensures that incumbent technical work force participates in continuous educational training webinars, has real time coaching opportunities with Technical Managers or Lead Mentor techs, and utilizes technical resources within the Territory and nationally (STAC)
• Ensures that new technical work force participates in the Chicago Training School within the established timelines, as well as ensure that new technicians have ongoing access to other training resources with the Territory and nationally
• Works with Territory and District leadership, along with Capacity Planning team, to ensure that training time is reserved and optimally scheduled throughout the year to ensure maximization of training capacity.
• Coaches, trains and ensures that Lead Mentor Techs are receiving leadership and continuous technical, customer experience, systemic and operational training. Ensures consistency of this position within the Territory
• Maintains knowledge of and partners with field management to take advantage of local vendor training and resources.
• Ability to make fact-based decisions, but exercise creativity and take responsible risks.
• Effective problem solving and resolution skills when working with customers and coaching associates
• Ability to manage a virtual workforce and effectively communicate via non-traditional means
• Effective decision making skills
• Ability to multitask and effectively manage time
• Ability to adapt and be an advocate for change