What are the responsibilities and job description for the Call Center Team Manager position at Sears Holdings?
Company Description
Sears Holdings Customer Support Call Centers is our national support operation that provides inbound and outbound sales and services to customers. The network manages more than 130 million customer calls, letters and e-mails each year. Our Call Centers offers employment opportunities that support a variety of our businesses, including appliance protection plan sales, Sears.com and Kmart.com customer support, product repair scheduling, new product delivery and appliance parts sales. By providing comprehensive system, product, and soft-skills training, customer contact agents are fully prepared to serve customers. Our call center leaders and professional support team members contribute to the success of our customer-focused organization through effective agent coaching and management, workforce planning, staffing and training, and results-oriented data-driven initiatives.
Job Description
Great opportunity to lead high performance teams! Drives revenue and through the coaching and development of call center sales agents. Responsibilities include coaching for improvement, monitoring and managing performance, and fostering a fun, productive environment. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and change management.
Qualifications
RESPONSIBILITIES: Directly supervises a team of call center agents in a sales environment. Provides and documents performance feedback through side-by-side coaching, performance reviews and goal setting, quality monitoring, and deficiency management. Supports and communicates business goals, quality standards, processes and procedures, and policies. Administers motivational programs that include incentives, contests, and team performance programs. Participates in the interviewing process and makes hiring recommendations. Appropriately addresses human resources issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or HR for guidance as needed. May handle escalated customer issues. // REQUIREMENTS: Recent Supervisory experience required. Call center and/or sales experience preferred. Proficiency in office software required, MS Word/Excel preferred. Willingness to relocate for future promotional opportunities preferred.
Additional Information
All your information will be kept confidential according to EEO guidelines.
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