Center Training Manager

Sears Holdings Corporation is the nation's third largest broadline retailer, with approximately $55 billion in annual revenues, and with approximately 3,800 full-line and specialty retail stores in the United States and Canada. Formed in March 2005 from the merger of Sears and Kmart, Sears Holdings is the leading home appliance retailer as well as a leader in tools, lawn and garden, home electronics and automotive repair and maintenance. Key proprietary brands include Kenmore, Craftsman and DieHard, and a broad apparel offering, including such well-known labels as Lands' End, Jaclyn Smith and Joe Boxer, as well as the Apostrophe and Covington brands. It also has Martha Stewart Everyday products, which are offered exclusively in the U.S. by Kmart and in Canada by Sears Canada. The company is the nation's largest provider of home services, with more than 14 million service calls made annually. For more information, visit Sears Holdings' website at http://www.searsholdings.com.

Sears Holdings Corporation is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. We are proud of our diverse, high-performance team work environment and we strive for continuous improvement through keen focus on growth, effectiveness and a sense of urgency. Individuals who are driven to earn our customers' trust and business every day, who act with integrity, who treat everyone fairly and value diversity, and who are accountable for their actions are welcome to show interest in becoming a member of our winning team.

Job Summary

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/Skills/Experience Requirements

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. // CURRENT COMPETENCIES: Demonstrated classroom facilitation skills, leadership skills, attention to detail, strong communication and interpersonal skills, and proficiency in MSOffice tools. // 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.