Team Manager - Call Center
Company Name: Sears Import - OLD
Min Education: Not Specified
Job Type: Full Time
Min Experience: Not Specified
- USA - Tempe Arizona, 85281
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.