Team Manager - Call Center Job Listing at Sears Logistics Services, Inc. in Tempe, Arizona (Job ID 124881BR)
Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading broadline retailer providing merchandise and related services. Sears, Roebuck offers its wide range of home merchandise, apparel and automotive products and services through more than 2,700 Sears-branded and affiliated stores in the United States and Canada, which includes over 890 full-line and more than 1,350 specialty stores in the U.S. Sears, Roebuck also offers a variety of merchandise and services through sears.com, landsend.com, and specialty catalogs. Sears, Roebuck offers consumers leading proprietary brands including Kenmore, Craftsman, DieHard and Lands' End -- among the most trusted and preferred brands in the U.S. Sears, Roebuck is the 2011 ENERGY STAR® Retail Partner of the Year. The company is the nation's largest provider of home services, with more than 11 million service calls made annually.
Builds customer loyalty by providing excellent customer service through the coaching and development of call center or web center customer service and sales agents. Responsibilities include coaching for improvement, monitoring and managing performance. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and change management.
RESPONSIBILITIES: Directly supervises a team of call center or web center agents in a sales and/or service 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: Supervisory or demonstrated team leadership 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.
A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:
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