Appliance Team Manager
SquareTrade Posted on 2022-11-18
| Salary | Not mentioned |
|---|---|
| Location | Remote in Nebraska City, NE 68410 |
| Type | Full-time |
Job Description
SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.
The Appliance Team Manager will report into the Appliance Operations Manager to build a team of skilled individuals who are living out our Core values everyday and driving a differentiated customer experience that builds value, trust and loyalty in our brand.
They are responsible for leadership and management of the US Contact Center in the Appliance program to meet operational and performance metrics consistent with the defined KPIs through a team of Appliance Technical Experts.
This position relies on extensive experience and judgment to plan and accomplish goals, perform a variety of tasks, and lead and direct the work of others.
You are someone who will enjoy this role if:
You have a passion for teaching and mentoring where you have an in-service mindset that focuses on creating internal and external customer value, loyalty and trust.
You have a love for data and using data to solve business problems and drive innovation.
You connect well with others, you are comfortable sharing ideas and co-creating solutions, and know how to build cross departmental relationships.
Multi-Tasker: you are able to juggle many tasks within a fast-paced, dynamic environment.
Job Functions & Responsibilities
Lead a team of up to 12 Appliance Technical Experts.
Coach, support, and develop a team to live out our core values to achieve key metrics via various methods such as huddles, 1:1s, developing training content, gamifying results, call listening etc.
Manage the day to day of the business by meeting Service Level, CSAT and QA requirements for the department.
Supporting Appliance Technical Experts in real time via chat and live listening.
Assessing phone calls for quality and compliance, providing them with constructive feedback on areas of opportunity, drafting a summary of the discussion, and uploading it to our performance management system as needed.
Demonstrate a commitment to DEI (Diversity, Equity & Inclusion) through continuous development, modeling inclusive behaviors and proactively managing bias.
Strong commitment to collaboration by working daily with various departments to support our team of specialists to have clear standards of excellence that they are consistently meeting and exceeding
Able to think strategically for long-term planning and be flexible to enact short-term tactics to address immediate needs and challenges.
Strong verbal and written communications to convey ideas and provide feedback to meet specialists where they are.
Lead a culture of accountability through clear expectations and performance management, at times, through a documented process.
Understand business reporting, specialist feedback and customer voice to troubleshoot and follow-up on friction points that impact our customers and specialists.
All other duties based on business needs.
3+ years of Management experience within a call center or retail environment
Knowledge of performance evaluation and customer service metrics
Strong analytical skills with proficiency in MS Office and Google Suite a plus
Outstanding oral and written communication skills
Ability to work remotely in a quiet space with stable internet connection
High school diploma or equivalent; Higher degree in a relevant discipline is preferred but not required
Home Office Requirements…
- High Speed Internet access
- Quiet and private workspace free of distractions
Additional Information
Our line-up of employee benefits include:
- Excellent benefits (medical, dental, vision, life, disability, and more)
- Generous Paid Time Off
- 401K with employer matching plan up to 5% of salary
- HSA with employer contribution
- Paid parental leave
- Monthly internet reimbursement directly in your paycheck
- Monthly wellness allowance
- Open access to mental health resources including therapy and coaching for employees and dependents
- Work-from-home set-up allowance
- Paid volunteer time to give back to the community
- Access to a diverse array of Employee Resource Groups
- Flexible and hybrid work schedules (where applicable)
- Development and career growth opportunities
The Team: http://www.squaretrade.com/leadership
SquareTrade is an Equal Opportunity Employer
The candidate(s) offered this position will be required to submit to a background check, which includes a drug screen.
Company description:
SquareTrade is an extended warranty service provider for consumer electronics and appliances headquartered in San Francisco »s SoMa district.
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