Call Center Team Manager

Sears Lake Mary , FL 32795

Posted 2 months ago

Job Description: Req/Job ID: 969545BR

Employing Entity: Sears Home Improvement Products, Inc.

Employment Category: Regular, Full-time

Job Function: Call Center

Store ID: 24620: SHP Lake Mary FL Call Ctr

The Team Manager is responsible for providing excellent sales and customer service through development and performance management of team members by inspiring, monitoring, coaching, and providing feedback. This position promotes the sales of products, strengthens customer relationships, and mentors and coaches inside personnel. Additionally, this position performs administrative duties, including hiring, scheduling, performance managing, and application of organizational policies and procedures. This position also provides leadership by delegating and empowering associates, recognizing and rewarding customer centric and sales behaviors, and communicating openly with the team.

Job Requirements JOB DUTIES/RESPONSIBILITIES:

  • Ensures the quality of Customer Service by monitoring, coaching and providing feedback

  • Handles escalated customer issues

  • Establishes performance criteria for developing associates to meet or exceed business and individual goals

  • Provides feedback as needed, on a continuous basis and during scheduled mid-year and annual evaluations

  • Acknowledges performance through recognition, which may include team incentive programs with expected and actual results

  • Monitors all team member activities including attendance, paid time off (PTO), training, and unpaid time off

  • Interviews and hires to approved staffing levels

  • Ensures payroll issues are addressed and resolved in a timely manner

  • Manages adherence to Sears personnel policies, taking disciplinary actions when needed and documenting actions taken

  • Provides an environment of open communication with all team members

  • "Develops and maintains positive and professional relationships with senior management, peers and subordinates"

  • Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates

REQUIRED SKILLS:

  • Excellent organizational and communication skills

  • Leadership skills

  • Ability to work well with others

  • Ability to prioritize multiple tasks and complete with little or no supervision

  • Strong knowledge of Microsoft Office

  • Administrative skills

  • Ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers

  • Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system

  • Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary

  • Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations

  • All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

#HomeServices, #CallCenter
24620


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Call Center Team Manager

Sears