Appointment Center Assistant Manager-Lake Mary, FL in Lake Mary, FL at Sears

Date Posted: 11/5/2020

Job Snapshot

  • Employee Type:
  • Location:
    3200 Lake Emma Road
    Lake Mary, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 1000794BR
Employing Entity: Transform SR Home Improvement Products LLC
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24620: SHP Lake Mary FL Call Ctr

Under the direction of the Regional Manager, Appointment Center, the incumbent, will work to motivate and supervise employees to ensure budgeted appointment fulfillment for a sales force of approximately 225+ Project consultants is met. The responsibilities of this position directly affect costs of the Appointment Center, and the incumbent is responsible for meeting targeted annual budget. They will accomplish this by ensuring that the communication with district General managers and Market Coordinators is consistent and that they are working on making sure we have coverage for all areas within the district to ensure proper customer service to all of our customers.

• Responsible for protecting the company’s investment of $15+ million annually by maximizing the conversion of leads for all sources within the company.
• Responsible for providing appointments to sales force within their assigned to help the business in achieving its projected revenue goals.
• Responsibilities of this position directly affect Appointment Center costs.
• Oversee operations for a designated region with 11-16 direct reports JOB RESPONSIBILITIES
• Manage Appointment Center marketing resources to ensure performance metrics are met for productivity, lead conversion rates and sit%.
• Manage resources within the region to ensure budgeted number of appointments are met.
• Provide leadership to associates within their region in establishing and maintaining key relationships with the sales force by continuous close communication and feedback processes in place.
• Serve as liaison between sales force and Sears customers in the Appointment Center, providing support to the sales force while ensuring excellent customer service to the Sears customer.
• Keep Training Manager apprised of any training issues for the region as they arise.
• Ensure appropriate lead management by product within each market in the region to support company strategies.
• Utilize company PPI (Performance Plan for Improvement) process to coach/address associates with performance under established minimum standards for the Appointment Center. • Listen to QA calls and make recommendations
• Perform related duties as assigned.

Job Requirements


• High School diploma or equivalent required.
• College Degree or equivalent experience preferred Experience
• 3 years inbound/outbound/customer service management experience required.
• 3 years call center management experience strongly preferred.
• Experience with call center metric reports Role specific abilities/skills
• Excellent PC knowledge (MS Office, Excel)
• Strong analytic and problem solving skills
• Should have desire and show initiative for upward mobility.
• Excellent interpersonal and communication skills both oral and written
• Excellent decision making and leadership ability
• Demonstrated performance management knowledge, skills and abilities
• Ability to work under pressure, managing multiple tasks and competing priorities
• Ability to handle customer concerns and demonstrates initiative in resolving in a timely manner • Must be flexible to adjust work schedule to meet needs of department.
• Must maintain positive mental attitude at all times and handle each customer (internal and external) in a polite, professional manner
• Lead by example to motivate, give direction and maintain focus of Appointment Specialist team.
• Ability to motivate, coach, mentor and performance manage.

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