Team Manager, Operations in San Antonio, TX at Sears Home Services

Date Posted: 2/2/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    7353 Northwest Loop 410
    San Antonio, TX
  • Date Posted:
    2/2/2018
  • Job ID:
    912277BR

Job Description

Req/Job ID: 912277BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 04523: SEARS HS-SAN ANTONIO MRKT CTR

The Team Mgr, Operations - SC is responsible for providing excellent sales and customer service through the development and performance management of team members by inspiring, monitoring, coaching, and providing feedback. The Operations Team Managers will also manage all non-selling operational processes, perform project management duties, strengthen our customer relationships, and mentor/coach our on-site personnel.

Job Requirements

JOB DUTIES/RESPONSIBILITIES:
• Manages the Resource Management Team and other non-selling support groups
• Ensures the quality of Customer Service by monitoring, coaching and providing feedback to associates and acknowledges
performance through recognition
• Interviews and selects staff to keep department to approved staffing levels
• Establishes performance criteria for developing associates to meet/exceed business and personal goals and provides feedback as
needed, on a continuous basis and during scheduled evaluations
• Develops and maintains positive and professional relationships with senior management, peers and subordinates
• Actively monitors all team member activities including attendance, PTO, Training, Time-off, etc. and ensures payroll issues are
addressed and resolved in a timely manner
• Manages adherence to Sears personnel policies, take needed disciplinary actions and documents actions taken
• Performs project management, change management, site process and procedures implementation and consistency.
• Performs audits and serves as a Safety Team lead and Payment Card Industry (PCI) Pro onsite

REQUIRED SKILLS:
• Minimum 2 years management experience
• Minimum 1-3 years call center experience
• Project management/Change management experience preferred.
• Strong knowledge of MS office
• Must have demonstrated leadership skills and proven administrative skills
• Must be able to prioritize multiple tasks and complete with little or no supervision
• 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

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