Training Team 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



The Training Team Manager builds customer loyalty by improving the skills of call center or web center customer service agents by facilitating procedural, systems, and soft-skills training.
The Training Team Manager also is responsible for the following:
Direct supervision of class participants.
Monitoring performance, coaching for improvement, and providing feedback to team members.
Modeling attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management.

Responsibilities/Skills/Experience Requirements

Specific Training Team Manager responsibilities include:
Using instructional methods for adult learning.
Delivering course curriculum and facilitating learning for call and web center agents.
Directly supervising class attendees and coordinates transition from classroom to department.
Providing performance feedback through informal communications, formal classroom progress reports, and deficiency management.
Supporting and communicating departmental and organizational quality standards, processes and procedures, and policies.
Appropriately addressing human resources issues, such as attendance and interpersonal conflicts in the classroom.
Consulting with Team Managers, Department Managers, and/or Human Resources for guidance as needed.
Maintaining current knowledge of subject matter of and technical skills for the businesses supported.
The Training Team Manager 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. Some business travel will be required.

Qualified candidates should possess:
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.