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Description
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 2,300 Sears-branded and affiliated stores in the United States and Canada, which includes approximately 929 full-line and approximately 1,200 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 2010 ENERGY STAR® Retail Partner of the Year. The company is the nation''s largest provider of home services, with more than 12 million service calls made annually. Builds customer loyalty by providing leadership to call center or web center customer service agents and their team managers. Develops departmental strategies toward goal achievement and operates within budgetary guidelines. Monitors performance, coaches for improvement, and provides feedback to team members. Actively participates in the acquisition of new team members through the hiring process, adherence to policies and procedures, and creation of motivational strategies to drive quality performance. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Works closely with center management and may participate on cross-functional projects.RESPONSIBILITIES: Drives salaried Team Manager and call agent team performance through development and support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics, and fair human resources management. Monitors direct operating expense and adherence to budget. Directly supervises call center or web center team managers. Provides performance feedback through informal communications, formal performance reviews and goal-setting, and deficiency management. Develops, supports, and/or communicates departmental and organizational quality standards, processes and procedures, and policies. Contributes to continuous improvement efforts by identifying and executing innovative solutions, tracking trends and surfacing systemic issues, participating in initiatives, and effectively partnering with matrix partners, peers in other facilities, and business partners outside of the call centers. Participates in the interviewing process and makes hiring recommendations. Appropriately addresses Team Manager and escalated customer service agent human resources issues; consults Human Resources Representative for guidance as needed. May handle escalated customer issues. // REQUIREMENTS: High school diploma or GED required, college degree preferred. Minimum of three years management experience required. Leadership experience in a comparable call center environment strongly preferred. Project management 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:Medical and Dental PlansHealth Care and Dependent Daycare Flexible Spending AccountsShort and Long-Term DisabilityCompany Paid and Optional Life InsuranceBusiness Travel InsuranceMerchandise DiscountAdoption AssistanceKmart Advantage RxConSern Loans for EducationWorklife SolutionsVoluntary BenefitsCommuter BenefitsSears Holdings Corporation Associate Stock Purchase Plan401(k) Savings PlanVacation Time with Personal DaysNational Holidaysless than/ul
Details:
Job Id:
85333BR
Posted / Updated:
10/3/2010 4:00:44 AM
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