Team Leader - West Lafayette Site #5
Goodwill of Central Indiana - West Lafayette, IN

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Goodwill Industries of Central Indiana, Inc. Position Profile (continued)

Team Leader Position Profile

Reports To:
Store Manager
FLSA Status: Non-Exempt
Description Date: Mar. 2011

Scope Summary :
The Team Leader works with the Store Manager and Assistant Store Manager, to plan and execute store operational and staff management objectives as they relate to supporting the annual operating plan. Supports decision making in areas involving customers, team members, operational issues, business planning, priority setting, compliance with company policies, and assisting the store manager with any and all areas of the business. Drives Goodwill’s mission to help people in central Indiana prepare for, find and keep jobs, with an emphasis on finding employment. Additionally, supports and manages through embracing and demonstrating Goodwill’s Five Basic Principles.

Education
  • High school diploma or GED (associate’s preferred)

Qualifications
  • 6 Months of leadership experience
  • Minimum 1 year of retail or service related industry experience
  • Microsoft Office products and internet navigation proficiency
  • Solid communication verbal and written skills
  • Committed to continuous improvement
  • Strong relationship management abilities
  • Results-orientated and driven to achieve goals

Critical Performance Indicators
  • Build and maintain positive relations with staff and customers to drive achievement of customer service goals.
  • Achieve production and revenue goals through effective utilization of staff.
  • Cross train all staff on store standards.

  • Critical Job Tasks
    Operations - 60%

    • Monitors sales, cash management, inventory control and store merchandising and appearance.
    • Insures that the store opens & closes and is properly staffed at all times.
    • Monitors sales, production and donations performance weekly and monthly, and provides monthly reviews to all retail associates.
    • Maintains a positive environment that is cohesive to achieve sales goals set.
    • Assists in interviewing job applicants, complies with all company hiring policies and assists store manager with the hiring of team members.
    • Plans, organizes and directs the activities of team members.
    • Provides a clean, fun and safe environment for their employees and customers.
    • Orders inventory, conducts inventory audits and manages inventory shrinkage.
    • Merchandizes and maintains retail showroom floor.
    • Maintains store cleanliness on a daily bases.
    • Maintains personal level of sales performance consistent with corporate guidelines.
    • Provides maximum level of customer service to ensure repeat sales.
    • Ensures all customers are greeted in timely fashion based upon company guidelines.
    • Proactively addresses and follows up with all sales concerns and customer service issues.
    • Investigates and handles customer complaints quickly, efficiently, and courteously.
    • Maintains effective communication with other retail leadership staff and support staff.

    Staff Management - 40%
    • Assists Store Manager in staffing all open positions at the store with quality and productive employees.
    • Assists in ensuring all new employees are oriented and trained on all required work processes, procedures, and on expected standards of performance.
    • Assists team members in goal setting and skills development.
    • Provides feedback on performance, attendance and conduct concerns, and administers performance discussions as needed.
    • Provides work leadership on assigned shifts.
    • Provides performance related feedback on team members to the Store Manager, Assistant Store Manager, & Regional Director.
    • Works closely with staff to remove significant work barriers.
    • Oversees the maintenance and confidentiality of staff personnel records in accordance with Federal, State, and Local requirements.
    • Manages staff in accordance with Goodwill’s 5 Basic Principles, Federal, State, and Local laws insuring the workplace is free from discrimination and harassment.
    • Manages the overall store operations in the absence of the Assistant Store Manager and Store Manager.

    Career Derailers
  • Inability to effectively build effective working relationships with Goodwill employees and leaders.
  • Inability to learn the store operational procedures, etc.
  • Inability to train and develop a productive store staff.
  • Inability to adhere to Goodwill’s mission and basic principles.

  • Additional Position Information
  • What are the major objectives to be accomplished by the person in this job?
    • Ability to learn and perform the required store management functions
    • Develop a productive team
    • Build effective relationships with management team and staff

  • What are the most frequent and most essential work activities in this job?
    • Daily production, staff utilization and maintaining store quality standards
    • Staff management….ensure teams are focusing on the right activities to drive achievement of store goals.
    • Communication with store manager and customers

  • What people and how many are managed by the person in this job?
    • 15–50 full-time and part-time employees

  • What behavioral traits, attitudes and skills are required?
    • Building Strategic Working Relationships
    • Decision Making
    • Customer Focus
    • Initiating Action
    • Planning and Organizing
    • Continuous Learning

  • Describe the leadership style used to manage the individual in this position?
  • The Store Manager’s management style is entrepreneurial, results oriented. The Team Leader will have a direct approach to dealing with conflict and problem solving as well as high expectations for self direction, motivation, and results.

  • Describe how this person would fail in the position should they not demonstrate the ability to:
    • Failure to meet established and agreed upon goals
    • Failure to communicate to management team on store goal progress, performance barriers and departmental concerns which impede the achievement of goals
    • Failure to manage others in department with accountability for their work performance
    • Failure to provide customers quality and timely service

  • How will the person in this position be evaluated?
  • The Team Leader will be evaluated on the store goals established with/by their Manager and how he/she accomplishes his/her those goals in alignment with Goodwill’s 5 Basic Principles:

    Respect for people - We strive to treat everyone in a respectful manner.
    Customer satisfaction - We strive to exceed the expectations customers, donors, and users of our services have of us.
    Informed decision-making - We gather useful information and, to the extent possible, make decisions based on facts.
    Continuous improvement - We continuously seek better ways to do our work and accomplish our mission.
    Good stewardship - We are responsible stewards of all our resources

  • What are the toughest parts of this job on a day-to-day basis?
    • Training, developing and retaining a productive hourly workforce
    • Achieving daily production/sales goals
    • Multi-tasking
    • Effectively monitoring and managing merchandising and inventory

    Benefits and Pay Summary
    Pay Range: $10.00 per hour
    The following are the basic benefits programs in which full-time employees may participate:
    • Continuing education & leadership development
    • Comprehensive health plan
    • Paid time off (PTO)
    • Life, Dental & Vision
    • Short & long term disability plans
    • Nationally recognized preventive health & wellness program
    • Section 125 pre-tax health spending account, dependent care spending account and premiums
    • Retirement plan with generous match
    Goodwill Industries of Central Indiana, Inc. is an Equal Employment Opportunity Employer

    Corporate Information

    OVERVIEW

    Goodwill Industries of Central Indiana is one of the largest of the more than 170 Goodwill organizations worldwide and employs more than 2,700 people. Revenues, which are primarily from the sale of products and services, exceeded $100 million in 2011.

    HISTORY
    Founded in 1930, Goodwill has grown from a small operation in the basement of Fletcher Place Methodist Church to one of the largest Goodwill organizations in the world, serving 29 counties in central Indiana.

    CORPORATE MISSION
    Goodwill Industries is a social enterprise that offers opportunities, provides services, and leverages its resources with those of others to improve the education, skills, employability, and economic self-sufficiency of adults and the future employability of young people.

    TARGET POPULATIONS
    Goodwill assists individuals who want our assistance and who have the potential to benefit from our services. Goodwill offers opportunities and services primarily for individuals who are unemployed, who lack the education and/or skills necessary for them to be economically self-sufficient, or whose employment options are limited by a disability, criminal history, low education level, poor English language skills, or other significant barrier. Goodwill also offers services to help young people prepare for life and work.

    GOODWILL’S ASPIRATION
    Goodwill has an overriding desire to help improve lives and communities, utilizing its resources as effectively as possible to help solve serious social problems. Toward that end, we strive to create solutions to poverty by developing and implementing effective ways to help people become more productive, economically self-sufficient, contributing citizens.

    GENERAL DIRECTIONS AND PREFERENCES
    • We strive to offer services that result in long term impact vs. short term help.
    • We prefer to develop long term vs. short term relationships with those we assist.
    • We seek to incorporate holistic, whole family approaches with those we assist.
    • We emphasize the enhancement of education levels and the attainment of credentials that improve an individual’s employability and earnings potential.
    • We emphasize prevention of problems and development of potential vs. remediation, rehabilitation, and repair.

    BASIC PRINCIPLES
    Respect for people –
    We strive to treat everyone in a respectful manner.
    Customer satisfaction – We strive to exceed the expectations customers, donors, and users of our services have of us.
    Informed decision-making – We gather useful information and, to the extent possible, make decisions based on facts.
    Innovation and improvement – We continuously seek better ways to grow, improve, and increase our impact.
    Good stewardship – We are responsible stewards of all our resources.
    HISTORIC VALUES
    • Every individual has value.
    • Work adds meaning and purpose to life, and there is dignity in all useful occupations.
    • Goodwill provides opportunities, not charity, and fosters development, not dependency.
    • Individuals are primarily responsible for their own actions and development.
    • Goodwill supports itself as much as possible.

    SUMMARY OF GOODWILL DIVISIONS AND INITIATIVES

    Retail:
    www.goodwillindy.org
    Goodwill’s Retail Division collects donations of used clothing and household items and sells them in Goodwill stores throughout central Indiana. Revenue generated from the sale of donated items helps support Goodwill employment and educational services. The more than 50 retail locations also provide employment opportunities for a significant number of people, over half of whom have limited vocational options as a result of disability, criminal history, or low education level.

    Commercial Services: www.goodwillbusiness.org
    As a means of providing employment opportunities and work experience for people with disabilities and others who have limited vocational options, Goodwill’s Commercial Services Division provides outsourcing services to assist local, national and international companies with their production and assembly needs. Expertise includes assembly, packaging & logistics, order fulfillment, quality inspection services, light manufacturing, commercial cleaning and inventory management. An experienced management team ensures strict adherence to customer specifications, quality standards and on-time deliveries, and the division is certified to ISO 9001:2008. GW Commercial Services, a member of the AbilityOne Network, also provides janitorial, grounds-keeping, shelf-stocking, and mailroom services under 11 contracts with the federal government.

    Employment Centers: www.goodwillindy.org
    If you are seeking employment, education, job placement or related services, Goodwill can help. Goodwill specializes in providing these services to individuals whose options are limited by a disability, criminal history, low education level or other barrier. Our services include work-readiness training; job placement services; financial literacy; a resource center with computers for writing résumés and cover letters, access to the Internet and computerized job banks, telephones for employer contacts, the latest job openings and company profiles; supported employment for individuals with disabilities; and paid, on-the-job training for low-income, unemployed individuals 55 and older.

    Nurse-Family Partnership and Goodwill Guides:
    Goodwill seeks to address some of the serious social problems affecting our community. An enormous amount of research that indicates the greatest benefits will come from starting with babies in poverty – even before they are born. Goodwill recently launched Indiana’s first Nurse-Family Partnership (NFP) initiative to serve Marion County families. This evidence-based, nurse-led, home-visitation program serves first-time, low-income mothers and their families. Goodwill’s NFP implementation is uniquely linked to a wraparound initiative – Goodwill Guides – focused on connecting families with existing community supports, including the educational and employment resources available through Goodwill. Moms receive the care and support they need to have a healthy pregnancy, provide responsible and competent care for their children, and become more economically self-sufficient. In additional to being available to NFP clients, Goodwill Guides are also available to employees of Goodwill’s Retail Division.

    Indianapolis Metropolitan High School: www.indianapolismet.org
    Indianapolis Metropolitan High School is a public charter school that helps students develop meaningful, future plans through supportive relationships, personal skill development, and college and career planning. Students are encouraged to pursue industry-recognized certifications, dual-credit college courses and post-secondary education.

    The Excel Center: www.excelcenter.org
    The Excel Center is a public charter school that provides adults the opportunity and support to earn a high school diploma and begin post-secondary education while developing a career path that offers better-than-average employment and growth opportunities. The school, which has multiple locations, meets students where they are in their education by providing a flexible structure and supportive relationships to help them manage work, life and family concerns as they achieve their educational goals.

    Goodwill is on Facebook and Twitter!
    Like us at: www.facebook.com/goodwillretail , www.facebook.com/indianapolismet , www.facebook.com/goodwillbusiness . Follow us at: www.twitter.com/goodwillindy , www.twitter.com/indymet .

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