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Call Center General Manager - Sales & Service in Spokane Valley, WA at Sears Home Services

Date Posted: 4/21/2019

Job Snapshot

Job Description

Req/Job ID: 970890BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Operations

The Call Center General Manager is responsible for achieving the sales and profit plans of the center through customer interaction, responding to outbound and inbound telemarketing activities. This position is responsible for the successful management and revenue conversion of customer leads within the sales channel. This position develops and motivates associates and Team Managers to achieve revenue targets. This position selects and develops the management team in the center. Additionally, this position focuses on maintaining adequate staffing of competent telemarketers to meet the workload demands of the center. The principle accountabilities of this position are to optimize the skills of the Team Managers and Telemarketers, motivate and lead the selling team, maintain a high level of associate morale, and adhere to company telemarketing policies and selling ethics.

Job Requirements

• Recruits, interviews, selects, hires, develops, evaluates, and terminates associates
• Retains quality workforce
• Leads associates to work as a team
• Establishes and ensures the attainment of goals across the entire unit
• Administers sales stimulation procedures
• Develops potential internal candidates for future Team Manager roles
• Works with Resource Management to optimize workload and schedules
• Ensures that selling policies, procedures and Company ethics are adhered to
• Oversees proper completion of sales, processing and recording of sales results
• Administers daily, weekly, monthly and annual performance evaluations
• Analyzes comparative reports to improve sales performance
• Gathers data and delivers required reports in a timely manner
• 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

• Ability to effectively lead, train, coach and motivate a sales team
• Excellent organizational and communication skills
• Leadership and administrative skills
• Ability to prioritize multiple tasks and complete with little or no supervision
• Strong knowledge of Microsoft Office
• 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)

• Bachelors Degree or equivalent work experience
• Experience leading salaried managers and motivating teams to achieve business results
• 5+ years of related experience; call center sales leadership a plus

#HomeServices, #CallCenter