Call Center General Manager in Lake Mary, FL at Sears

Date Posted: 6/23/2020

Job Snapshot

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

Job Description

Req/Job ID: 997787BR
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

The Member Assist Center GM is responsible for overseeing all MAC operations to maximize productivity and utilization of leads, while providing excellent service to all Sears customers. Responsible for supervision of all MAC associates, Assistant Managers, Customer Service associates and Administrative Assistants to ensure that quality appointments are scheduled and book requests from sales force are met while perpetuating an inimate relationship between the MAC and the sales force.

Job Requirements

  • Assists Marketing Director in development of annual MAC Center plans
  • Owns the day-to-day operations of the Call Center, including meeting daily sales metrics, attendance, attrition, conversion, motivation/recognition, financial utilization, cross selling and lead generation, abandon rate, resolve system issues, schedule
  • adherence and productivity, support training, quality scores, support resource management, marketing sales, budget parameters and shrinkage, support Human Resources, and support property management
  • Accounts for managing all personnel in the MAC center which processes all leads generated through Sears Home Improvement
  • Improves Products/Sears advertising, and processes as it relates to scheduling appointment for sales team nationwide
  • Provides leadership to the Appointment MAC management team to ensure center performance goals are met
  • Provides leadership to MAC staff in the essentialness of a harmonious relationship between the MAC and sales force to the success of the company
  • Interfaces with Member Service Organization & Service Contracts management to ensure understanding of lead generation needs by market
  • Consults with MAC trainer to accomplish training of new hires as well as ongoing monitoring/feedback of associates and need for development of new training programs
  • Interfaces with Human Resources to ensure all Appointment Center operations are within Sears policies and guidelines
  • Consults with MAC management team in handling of any personnel issues
  • Manages MAC incentive programs and continuously look at ways to improve
  • Interfaces with Information Systems (IS) to ensure smooth operations of MAC applications as well as ongoing development of applications/reports for handling business more efficiently
  • Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates.

  • Ability to work a varied schedule to meet needs of the company
  • Ability to maintain positive mental attitude at all times and handle each customer (internal and external) in a polite, professional manner
  • Strong decision-making and analytical skills
  • Proficiency in the use of the following PC programs: Microsoft Office including Word, Excel, PowerPoint and Access
  • 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)

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