Team Manager - Call Center

Job Category Business/Strategic Management Career Level Entry Level Team Manager - Call Center 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.Builds customer loyalty by providing excellent customer service through the coaching and development of call center and 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.QualificationsRESPONSIBILITIES: Directly supervises a team of call center or web center agents. Provides and documents performance feedback through side-by-side coaching, performance reviews and goal setting, 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 preferred.Sears is an Equal Opportunity/Affirmative Action Employer.