Unit Manager

Job Category Sales/Retail/Business Development Career Level Manager (Manager/Supervisor of Staff) Unit Manager Sears is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. We are proud of our diverse, high-performance team work environment and we strive for continuous improvement through keen focus on growth, effectiveness and a sense of urgency. Individuals who are driven to earn our customers' trust and business every day, who act with integrity, who treat everyone fairly and value diversity, and who are accountable for their actions are welcome to show interest in becoming a member of our winning team.The Unit Manager will have overall responsibility for a Service Contracts call center located in San Antonio, Texas. This position has direct responsibility for the center's inbound CCN line of business, managing daily operations to provide superior sales and service to our customers. The Sales and Service Managers and staff associated with that business are directly accountable to the Unit Manager.QualificationsParticipate in the planning of the expense, capital budget, and stratetic initiatives.Maintain efficient operating and expense control by utilizing financial and service level reports.Accoutability for executing the sales and margin planis for the business.Adherence to service level metrics IE: averge speed of answer, average hold time, abandonment rates, schedule adherence, quality scores via monitoring and surveys.Responsibility of working cooperatively with all CCN managers to ensure quality customer service.Accountable for Customer Satisfaction, Employee Satisfaction Survey, Community and Business Partners, and the staff of predominant business in the center.Monitor site performance, attendance, and corrective trends to ensure efficient operation in accordance with company and CCN guidelines, policies, and procedures.Select, develop, coach, counsel, and lead the management staff in the business unit.Participate in meetings to partner with other SHC businesses on ways to improve the customer experience.Perform other duties as assigned.Sears is an Equal Opportunity/Affirmative Action Employer.