Team Manager - Call Center

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



The Team Manager builds customer loyalty by providing excellent customer service through the development of call center or web center customer service agents.Supervisory responsibilities include:
Monitoring performance.
Coaching for improvement.
Providing feedback to team members.

In addition, the Team Manager:
Actively participates in the acquisition of new team members through the hiring process.
Adheres to policies and procedures.
Creates motivational strategies to drive quality performance.
Models attributes such as valuing diversity.
Communicates openly and frequently.
Demonstrates integrity.
Leads change management.

Responsibilities/Skills/Experience Requirements

The Team Manager directly supervises a team of call center or web center agents.
The Team Manager provides performance feedback through:
Informal communications.
Formal performance reviews.
Goal setting.
Deficiency management.
The Team Manager also:
Supports and communicates quality standards, processes, policies and procedures.
Creates and 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, interpersonal conflicts in the workplace, and paycheck discrepancies.
Consults Department Manager and/or Human Resources Representative for guidance as needed.
Handle escalated customer issues.
We are seeking the following demonstrated core compentencies:
Leadership skills.
Attention to detail.
Strong communication and interpersonal skills.
Proficiency in MSOffice tools.
All candidates must possess the following:
At least two years supervisory or call center experience.
Experience in one of the following strongly preferred:
sales call center (inbound or outbound) or
customer service call or
web center or
credit card operations or
collections call center.
Willingness to relocate preferred.