GE Appliances, a Haier company Factory Service Team Leader in Memphis, Tennessee
USA, Memphis, TN
Job Posting Title
Factory Service Team Leader
This role has management responsibility for the Factory Service Team in Memphis. This individual is responsible for developing and managing a team whose primary goal is delivering world-class problem resolution to GE Appliance customers. The Factory Service Team Leader will ensure agents demonstrate ownership and accountability for each case they touch, delivering productivity, sales, and STCs. Their primary job will be to empower agents to be creative in delivering quality, and outstanding service, while assuring their job satisfaction. The Team Leader demonstrates a sense of urgency and professionalism while working with the team, ASI management, and GEA business associates to address and exceed deliverable. The Team Leader must assist the team in focusing on delivering the highest quality customer experience while resolving matters expediently and within reasonable means, leaving the customer impressed that their case was handled with care. The Team Leader is the liaison, coach, advocate, and developer of agents, and is key in ensuring an absolute world-class service culture.
What you will Do
Manage a team of agents, building a positive growth culture which delivers, world-class customer service as well as employee satisfaction through empowerment:
Motivate team to exceed established guidelines for both internal and external quality scores.
Assist regularly with escalations and customer needs, including assisting with case resolution.
Conduct daily reviews of performance measurements, ensure communication and achieve goals and operational measures around attendance and productivity guidance, while ensuring team are inspired to exceed expectations.
Drive ASI Core Values as the ‘way we operate’, ensuring a culture of Customer First with intent focus on highest quality and Customer Advocacy
Translate business objectives into actionable tactical plans that teams enthusiastically execute.
Lead activities in areas of motivation, growth & development and retention of agents.
Provide team updates around Quality and service delivery as well as plans for any necessary changes.
Identify opportunities proactively, offer new ideas and approaches to improve productivity/quality/ sales and save the call incentive program.
Primary liaison between Leadership, GE Appliance Sales team(s) regarding performance.
Adhere to safety policies and procedures to ensure a safe work environment for all
Other duties as assigned by the Ops Director or Center Manager
Responsible for opening and closing the Center, ensure appropriate floor coverage during all operating hours.
Collaborate with HR business partners and executives.
What you need to Succeed
4-year degree from accredited college or university and/or 2 to 4 years management experience in a dynamic, consumer oriented, environment.
Exceptional interpersonal skills, able to manage team of diverse skill sets and backgrounds toward common goal of consumer advocacy.
Strong written and oral communication skills; PC skills (Excel, PP, Word, Access)
High level of emotional intelligence, with experience in developing personal growth strategies and skill sets in others.
Able to work well cross functionally, and manage coordinated efforts successfully with other Team Leaders and Factory Service stakeholders
Highest level of integrity and an outstanding reputation for business ethics
Strong problem solving skills; able to quickly assess operational issues and plan successful strategies to mitigate impact to customer satisfaction
Requires demonstrated leadership and organizational skills, with passion and ability to drive multiple objectives successfully.
Positive, enthusiastic ‘people’ person with strong analytical and strategic skills, significant experience successfully leading teams. Demonstrated track record of teamwork and team building; exceptional conflict resolution skills.
- Requires ability to travel approximately 20% of the time
Established office environment under normal lighting and climate controlled temperatures
Work may require occasional weekend and/or evening work.
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.