Job Purpose: The Team Manager is responsible for providing excellent customer service through development and performance management of team members by monitoring, coaching and providing feedback. Administrative duties include hiring, scheduling, performance management and application of organizational policies and procedures. The Team Manager provides leadership by delegating an empowering associates, recognizing and rewarding diversity and communicating openly with the team. Job Responsibilities: • Ensure the quality of Customer Service by monitoring, coaching and providing feedback • Responsible for handling escalated customer issues • Establish performance criteria for developing associates to meet or exceed business and individual goals • Provide feedback, on a continuous basis and/or during scheduled monthly ADP’s and annual evaluations • Acknowledge performance through recognition, which may include team incentive programs with expected and actual results • Actively monitor all team member activities including attendance, training and time off • Responsible for interviewing and hiring to approved staffing levels • Ensure payroll issues are addressed and resolved in a timely manner • Manage adherence to Sears personnel policies • Document and take disciplinary actions as needed • Must be available 70-80% of the time, coaching, mentoring, and developing team members • Provide an environment of open communication with all team members • Develop and maintain positive and professional relationships with senior management, peers and subordinates. • Responsible for morale and motivation of each associate on the team • Perform other specific duties or assignments as directed by upper management Specific Essential Functions: • Ability to read, write and understand English well • Ability to develop and meet operational and financial objectives • Ability to communicate ideas and operational issues to upper management • Ability to prepare well-written, professional documents and reports |
Experience/Education/Certification Requirements: • High School diploma or equivalent required • College Degree or equivalency preferred • Minimum of two years call center and/or management experience required • Mobility preferred Required Job Competencies: • Must have leadership skills • Must work well with others • Ability to prioritize multiple tasks and complete with little or no supervision • Strong knowledge of MS office • Proven administrative skills • Models attributes such as valuing diversity, communication skills, integrity including confidentiality and change management • Serves as a liaison with law enforcement agencies in investigations. • Utilizes in-house systems to conduct and document investigations involving on-line fraud events • Acquire skills to provide benchmark for Loss Prevention Manager.
Preferred Minimum Education
High School / GED
On Occasion (Less than 5%)
Sears Holdings Corp. - 18 months ago
Sears, Roebuck and Co. hasn't outgrown the mall scene, but it's spending more time in other places. Beyond its 840 US mall-based stores,...