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Listed below are the top 10 out of 375 listings that are in the same industry and location as the job you were looking for. To see more than 10 listings, click here to search similar jobs in West Des Moines, IA
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Dollar Thrifty Automotive Group - Des Moines, IA US
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For your reference, we have included the original job posting below.
Call Center General Manager - Sales and Service
Job Number:
40825217
Company Name:
Sears Holdings
Job Location:
West Des Moines, IA US
Job Category:
Sales & Sales Management
Call Center General Manager - Sales and Service
Requisition ID 105708BR Job Title Call Center General Manager - Sales and Service Business Home Services - Customer Care Network State or Province/City IA West Des Moines Requisition Type Exempt Job Description Builds customer loyalty by providing leadership to call center or web center customer service agents and the center management team. Develops center-wide strategies and operational plans toward goal achievement and operates within budgetary guidelines. Develops and implements continuous work process improvements. 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 regional operations management and may participate on cross-functional projects. Responsibilities/Skills/Experience Requirements RESPONSIBILITIES: Responsible for leading the operations of a Sears call center. Drives salaried Department-level, (Sales and Service Manager) Team Manager, and sales and/or service 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 department 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. Responsible for compliance and safety within the facility. Participates in the interviewing process and makes hiring recommendations. Appropriately addresses management and escalated customer service agent human resources issues; consults Human Resources Representative for guidance as needed. May handle escalated customer issues. May require business travel. // REQUIREMENTS: Minimum of five years management experience required, and experience managing mid-level managers strongly preferred. Leadership experience in a comparable call center environment required. College degree or equivalent work experience required. Project management experience preferred. Proficiency in office software required, MS Word/Excel preferred. Willingness to relocate for future promotional opportunities preferred. Preferred Minimum Education Bachelors Level Degree Travel Requirements On Occasion (Less than 5%)
