Manager Of Sales And Service

Sears Holdings Corporation is the nation's third largest broadline retailer, with approximately $55 billion in annual revenues, and with approximately 3,800 full-line and specialty retail stores in the United States and Canada. Formed in March 2005 from the merger of Sears and Kmart, Sears Holdings is the leading home appliance retailer as well as a leader in tools, lawn and garden, home electronics and automotive repair and maintenance. Key proprietary brands include Kenmore, Craftsman and DieHard, and a broad apparel offering, including such well-known labels as Lands' End, Jaclyn Smith and Joe Boxer, as well as the Apostrophe and Covington brands. It also has Martha Stewart Everyday products, which are offered exclusively in the U.S. by Kmart and in Canada by Sears Canada. The company is the nation's largest provider of home services, with more than 14 million service calls made annually. For more information, visit Sears Holdings' website at http://www.searsholdings.com.

Sears Holdings Corporation 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.

Job Summary

Responsible for the growth and development of mid-level managers, and is accountable for productivity goals, sales and revenue growth. This associate is responsible for the daily management and productivity of their unit in the call center as well as the resulting level of customer service provided.

ESSENTIAL FUNCTIONS include:

Developing internal programs to increase quality, enhance cost management and improve performance, sales and revenue growth.
Accounting for consistent quality of associate/customer communications through quality monitoring, reviews, proper coaching, counseling, supporting and reinforcing all Sears' policies, procedures and promotions.
Ensuring staffing and communications expenses are controlled and maintained within budgetary guidelines by managing employee retention, team performance and quality standards.

Developing and maintaining a positive environment by providing a high level of support, visibility and accessibility on the operations floor.
Fostering an "open door" approach for open communication and creates a highly motivational atmosphere for associates.
Contributing to the development and implementation of initial and ongoing human resource, resource management and employee training programs.

Actively participating in all management functions.
Effectively interfacing with matrix management team.

Performing other duties as assigned.

Responsibilities/Skills/Experience Requirements

Candidates should possess at least three (3) years of call center/telemarketing experience in supervisory/management capacity. Additionally, the Sales Manager should possess the following:
Proven success in sales.
Strong customer service orientaion.
PC proficiency.