GE Appliances, a Haier company Team Leader - Home Delivery in Memphis, Tennessee
USA, Memphis, TN
Job Posting Title
Team Leader - Home Delivery
This role has leadership, operations and management responsibility for the Home Delivery Team in Memphis, TN. This individual is responsible for developing and managing a team of Home Delivery Specialists whose primary goal is delivering world-class Customer Service to GEA / Home Depot Appliance customers and consumers. The Home Delivery TL will ensure that our Specialists demonstrate ownership and accountability for each customer & consumer they touch. The primary job will be to empower the Specialists to be creative in delivering quality and outstanding service to GEA Appliance customers and the Home Depot Appliance Sales Team, while assuring their job satisfaction. The HD TL demonstrates a sense of urgency and professionalism while working with the team, ASI management, and GEA business associates to address and exceed deliverables. The HD TL must assist the team in focusing on delivering the highest quality customer experience while resolving the matters expediently and within reasonable means, leaving the consumer impressed that their call/delivery was handled with care. The Home Delivery TL is the liaison, coach, advocate, & developer of our Home Delivery Specialists & is key in ensuring an absolute world-class service culture.
What you will Do
Positive, enthusiastic ‘people’ person with strong analytical and strategic skills, significant experience successfully leading teams.
High level of emotional intelligence, with experience in developing personal growth strategies and skill sets in others.
Demonstrated track record of teamwork and team building; exceptional conflict resolution skills.
Able to work well cross functionally, and manage coordinated efforts successfully with Manager of HD and other HD Team Leaders.
Highest level of integrity & an outstanding reputation for business ethics & confidentiality.
Strong problem solving skills; able to quickly assess market/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.
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)
Experience using project management, motivational, and organizational tools desired.Note: Individual may be required to make decisions in the absence of policy. Will work closely with the HD Director & HD Manager to develop processes and procedures to address business needs & maintain or elevate level of consumer satisfaction. Ultimately responsible for Home Delivery Operations results.
What you need to Succeed
Motivate team to exceed established guidelines for both internal and external quality scores.
Provide focus and leadership required for effective day to day operations for the Home Delivery team.
Responsible for the achievement of key business/team metrics
Assist regularly with escalations and customer needs, including taking calls and assisting with call resolution.
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 & Customer Satisfaction
Translate business objectives into actionable tactical plans that teams enthusiastically execute.
Lead activities in areas of motivation, growth & development and retention of Home Delivery Specialists.
Provide team updates around Quality and service delivery as well as plans for any necessary changes.
Primary liaison between HD Headquarters, and GEA Appliance operations team(s) regarding performance.
Adhere to safety policies and procedures to ensure a safe work environment for all; other duties as assigned by the HD Director, HD Manager or Center Manager
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.