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

Date Posted: 10/12/2018

Job Snapshot

  • Employee Type:
  • Location:
    12310 Mirabeau Parkway
    Spokane Valley, WA
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 956288BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Call Center

Builds customer loyalty by providing leadership to call center sales agents and the center management team. Develops center-wide strategies and operational plans toward sales goal achievement and operates within budgetary guidelines. Develops and implements continuous work process improvements. Monitors performance, coaches for improvement, and provides feedback to team members. Actively participates in the acquisition of new team members through the hiring process, adherence to policies and procedures, and creation of motivational strategies to drive sales and quality performance. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Works closely with regional operations management and may participate on cross-functional projects.

Job Requirements

RESPONSIBILITIES: Responsible for leading the operations of a Sears sales call center. Drives salaried Department-level, (Sales and Service Manager) Team Manager, and sales call agent team performance through development and support of strategies tied to outstanding sales, adherence to quality standards and performance metrics, and fair human resources management. Monitors direct operating expense and adherence to budget. Directly supervises call center department managers. Provides performance feedback through informal communications, formal performance reviews and goal-setting, and deficiency management. Develops, supports, and/or communicates departmental and organizational quality standards, processes and procedures, and policies. Contributes to continuous improvement efforts by identifying and executing innovative solutions, tracking trends and surfacing systemic issues, participating in initiatives, and effectively partnering with matrix partners, peers in other facilities, and business partners outside of the call centers. Responsible for compliance and safety within the facility. Participates in the interviewing process and makes hiring recommendations. Appropriately addresses management and escalated customer service agent human resources issues; consults Human Resources Representative for guidance as needed. May handle escalated customer issues. May require business travel. // REQUIREMENTS: Minimum of five years management experience in a sales environment required, and experience managing mid-level managers strongly preferred. Leadership experience in a comparable call center environment required. College degree or equivalent work experience required. Project management experience preferred. Proficiency in office software required, MS Word/Excel preferred. Willingness to relocate for future promotional opportunities preferred.

#HomeServices, #CallCenter