суббота, 29 июня 2013 г.

Store Manager I Omaha NE (L Street) Bilingual at Omaha

Meet and exceed customer experience and sales objectives for store. Supervise the overall daily operation of a store including hiring, development, discipline, and scheduling of employees to ensure an extraordinary customer experience, cost efficiency, and quality store operations. Maintain inventories at adequate levels, promote sales, and maintain the appearance of the store. Complete accounting and paperwork associated with cash receipts and prices and conducts physical inventories. Job level is determined by meeting store opportunity, customer satisfaction, audit scores, and other criteria.



ROLES & RESPONSIBILITIES



Customer Experience and Sales


Fully accountable for store implementation of The AT&T Retail Promise


Fully accountable for execution of sales, service and customer experience initiatives in store


Supervise store personnel to:


o Meet and exceed assigned goals for: customer experience and reputation, sales and service, revenue and productivity


o Demonstrate the right customer behaviors defined by Delivering an Extraordinary Experience


o Ensure every seller follows the AT&T Retail Experience and executes on all 5 Key Behaviors at all times


o Consistently demonstrate excellent leadership and coaching skills


o Create a work environment where motivated people can excel


Oversee Store floor experience - Act as Floor General


o Own Customer Coordination,Welcome and Wait Time process


o Support Team and assist with customer transactions


Coach and counsel personnel on opportunities with key sales and reputation metrics, recognize positive performance against key sales and reputation metrics and hold people accountable for poor performance


Perform role plays with personnel on a regular basis to demonstrate what right looks like


Facilitate weekly personnel training/educational sessions


Monitor the Customer FeedbackTool on a daily basis


Resolve or escalate appropriately any billing or service issues



Employee Management and Development


Interview, hire and make necessary discipline decisions, including terminations, for store personnel


Inspire and engage employees by motivating team to succeed


Lead by example


Develop employees for growth and promotion by delegating appropriate responsibilities and inspecting completion


Improve employee engagement throughout territory through appropriate behaviors and actions


Develop and execute individual development plans for store personnel


Observe and coach employees to provide feedback around sales technique effectiveness and providing excellent customer service


Conduct On The Spot (OTS) Coaching


Execute A & D process for direct reports


Ensure personnel adhere to the Code of Business Conduct and conduct investigations with HR as needed


Resolve quickly any Rep or Store level fraud issues communicated by ARSM, may involve working with Asset Protection and/or HQ Credit and Collections


Fully understand and assist in educating personnel on the compensation plan and ensure employees know how to maximize


Ensure Fair Labor Standards Act (FLSA) compliance


Approve and communicate temporary assignments and overtime for floating personnel





Product Launches


Partner with Area Retail Sales Manager and other appropriate parties to successfully launch new products, services or processes


Actively inspect post-launch and drive improved results with best practices


Inspect that employees are properly trained on new products and promotions to sell with confidence


Document and report concerns with sellers knowledge and/or behavior and provide additional coaching and/or discipline as appropriate


Coordinate with security, facilities and mall management to ensure smooth product launch day execution



Store Operations



Staffing/Scheduling


Act as Floor General - responsible for all activity in store at all times


On the sales floor the majority of the time to coach and develop personnel


Partner with Area Retail Sales Manager to review headcount forecast plan and staffing


Employ Scheduling Tool to properly staff hot zones and meet business needs, training and special events such as product launches


Ensure employee preferences/constraints are loaded into the Scheduling Tool on a monthly basis



Merchandising


Accountable for adhering to the iPOG and the merchandising standards


Instill a sense of pride and ownership in store appearance - where all employees understand their store is the face of AT&T to every customer



Compliance


Drive operational compliance of back office processes, procedures and policies


Ensure timely completion of required training to empower personnel to succeed


Implement, execute and inspect existing and new retail programs, tools and training


Execute monthly cost reviews of overtime, discounts, returns and credits


Responsible for performing Access Review Tool (ART) periodic audits for direct employees to ensure they have the appropriate level of system/tool access for their roles and responsibilities.



Other


Report fraudulent activity to Asset Protection


On call for store emergencies



Demonstrate AT&T Extraordinary Leader Model Characteristics


Continuously display high integrity


Develop strategic perspective and champion change


Inspire others to high performance through collaboration and teamwork


Utilize professional expertise to solve problems and analyze issues


Capture initiative and strive for results



Required Qualifications



Two years sales/customer service experience in telecommunications or related industry
One year management experience
Excellent sales skills and demonstrated ability to meet or exceed performance standards
Ability to motivate and lead direct reports
Ability to work flexible hours, including evenings, weekends and holidays
Ability to operate a personal computer, wireless equipment, copier and fax
Desired Qualifications



Three or more years sales/customer service experience in the telecommunications or related industry
Previous management experience in the telecommunications or related industry
Effective communication, presentation and interpersonal skills
Strong organizational skills with attention to detail
Ability to work at multiple locations within district preferred
Familiarity with wireless terminology and AT&T Mobility systems preferred
Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice at any time, at the Companys sole discretion.



AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V





Country: USA, State: Nebraska, City: Omaha, Company: AT&T Retail.

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