Center Training Manager
Company Name: Sears
Min Education: Four Year Degree
Job Type: Full Time
Min Experience: 5-10 Years
Required Travel: Not Specified
- USA - Tempe Arizona, 85284
Builds customer loyalty by providing leadership to call center or web center Training Department teams. Develops departmental strategies toward goal achievement and operates within budgetary guidelines. Monitors performance, coaches for improvement, and provides feedback to team members. Actively participates in the acquisition of new team members through the hiring process, adherence to policies and procedures, and creation of motivational strategies to drive quality performance. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Works closely with center management and may participate on cross-functional projects.
RESPONSIBILITIES: Directly supervises Training Team Managers at one or more call center. Provides performance feedback through informal communications, formal performance reviews and goal-setting, and deficiency management. Drives team performance through development and support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics, and fair human resources management. Monitors direct operating expense and adherence to budget. Expected to meet the following goals: training attendee retention; staff and facility utilization; and the center’s master training schedule. Develops, supports, and/or communicates departmental and organizational quality standards, processes and procedures, and policies. Participates in the interviewing process and makes hiring recommendations. Appropriately addresses Training Team Manager and escalated classroom human resources issues; consults Human Resources Representative for guidance as needed. Facilitates classroom training as needed. REQUIREMENTS: High school diploma or GED required, college degree in Education or related field preferred. Experience as a corporate trainer and/or instructor observation and feedback techniques strongly preferred. Minimum of three years management experience required, experience managing a corporate training team strongly preferred. Experience in one of the following preferred: sales call center (inbound or outbound); customer service call or web center; and/or credit card operations or collections call center. Willingness to relocate preferred.