Team Mgr, SvcLive Sales & Svc in San Antonio, TX at Sears Holdings Corporation

Date Posted: 8/28/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Date Posted:
    8/28/2018
  • Job ID:
    948896BR

Job Description

Req/Job ID: 948896BR
Employing Entity: Sears Holdings Management Corporation
Employment Category: Regular, Full-time
Job Function: Product Development/Management
Store ID: 29507: San Antonio SRV CL CTR

The Team Mgr, SvcLive Sales & Svc supervises a team responsible for providing excellent customer service and compliance adherence.

Job Requirements

JOB DUTIES/RESPONSIBILITIES:
• Manages the inbound call team and compliance administration function, operational performance reporting, streamlining processes and systems wherever
possible. Advises senior management on maximizing business relationships and creating an environment where customer service
can flourish.
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis and develops plan to meet client needs
• Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary
company personnel.
• Compliance gaps.
• Conducts business reviews of accounts and presents them as appropriate to upper management
• Provides operational support for new business growth and continuous improvement initiatives and ensures that all documented
process and procedures are updated, maintained and communicated to Team members.
• 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.

REQUIRED SKILLS:
• Excellent team management, organizational and communication skills
• Experience integrating customer satisfaction and developing balanced scorecards that create specific improvement targets &
action plans for targeted coaching desirable
• 1-2 years of progressive team management experience
• Ability to prioritize multiple tasks and complete with little or no supervision
• Ability to prioritize multiple tasks and complete with little or no supervision Proven results and track record in selling products and/
or services
• Experienced with Web Based Applications and Windows
• Good organizational skills and the ability to multi-task and prioritize in a high-volume, fast paced environment
• Ability to manage sensitive and critical client information
• Excellent verbal and written communication skills
• Problem solving and decision making skills
• Frequent sitting, some standing and walking, bending and reaching as necessary
• Ability to frequently use fingers and hands to manipulate computer and telephone equipment
• Ability to adhere to flexible scheduling based on business needs

PREFERRED SKILLS:
• Bachelor's degree preferred
• Call center and compliance management skills.
• Strong analytical and problem solving skills.
• Strong understanding of multi-channel quality systems tools, quality management, and related tools.
• Previous experience in a multi-channel contact team desirable (phone, email, chat, social media & alternative contact methods).

JOB REQUIREMENTS:
• High school diploma or equivalent
• 1-2 years of related experience
• 18 years of age or older

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