17 days old

Team Manager - (Staples Business Advantage)

Rochester, NY 14651
Oversee and empower high quality interactions between Staples associates and customers to deliver a superior customer experience. Lead a team of well-trained customer service representatives focused on effective solutions, including educating our customers on available self-serve capabilities.



Coach and empower associates to utilize all available resources to deliver creative solutions to fulfill the customers need. Deliver a superior associate experience by providing resources, support and feedback necessary for associates to excel in their work. Collaborate with internal partners to identify, innovate and resolve customer friction, increase revenue and/or reduce costs and identify root cause for correction. Navigate through a rapidly changing, complex environment, building resiliency and utilizing change management leadership skills to engage associates and create a great place to work.



**Primary Responsibilities**



**Coach, develop and support**


Put the Customer first by creating a performance-driven and inclusive culture that emphasizes the organizations identified values


Gather and assess performance data such as quality evaluations, KPI metrics, customer sentiment, etc. Conduct coaching and feedback sessions in a timely manner; complete performance appraisals, and apply performance increases according to compensation policies


Foster an environment where associates can develop and advance their career through empowerment, recognition and opportunities to learn and grow; engages in development discussions on goal setting and career pathing


Provide leadership support to direct reports (time mgmt. and payroll, leaves, policy inquiries, team concerns) and/or connects associate to appropriate HR resource or self-service options


Applies progressive discipline when necessary to ensure a respectful, fair and consistent work environment



**Lead and Engage**


Maximize execution and efficiency through encouraging partnerships across the business; supporting our Value of working together and being inclusive


Build trust through consistency, accountability, and transparency


Lead inclusivelytake ownership, celebrate differences, and ensure others feel they belong


Challenge directly, care authenticallyan empathetic approach with a firm focus on helping others reach their potential


Creates a strong team environment that fosters associate empowerment and engagement


Supports/leads company communications on changes, policies, etc. and responds to associate concerns openly and with accountability; communicates in an organized, logical and timely manner with team


Interviews and hires highly effective associates using competency-based interview tools; reviews results and looks for opportunities to improve



**Innovation and Problem Solving**


Foster a culture of innovation where associates dont wait to challenge, iterate, and test ideasan environment where associates are driven to continuously improve, rapidly and with agility


Provides direct resolution for escalated customer issues, using innovative problem-solving skills and leveraging partnerships and resources


Identifies, analyzes and understands customer/statistical data to determine root cause and applies appropriate intervention to achieve optimal result; escalate patterns that could be barriers to the customer experience


Engages in ongoing process & workflow analysis from the standpoint of process excellence & improvement efforts to increase speed, decrease cost and time of overall resolution delivery to the customer


Build strong working relationships within the company and partner across all BUs to improve and/or strengthen the customer experience; work as one Staples team



**Other duties as required (ie. customer implementations, training, may participate on project teams)**



**Qualifications :**



**Basic**


High school diploma or GED


3 - 5 years management experience in a call/contact center environment with documented coaching experience


Excellent Interpersonal and Leadership skills


Analytical and problem-solving skills


Strong communication


Advanced organizational and time management skills


Ability to see the big picture and make appropriate decisions based on the relevant information


Flexibility to work Monday through Friday 8am - 8pm EST. Schedule subject to change due to business needs



**Preferred**


Bachelors Degree


Knowledge of Chat and E-Mail Management Applications are an asset


Experience leading teams virtually



_Staples is The Worklife Fulfillment Company, helping businesses of all sizes be more productive, connected and inspired. With dedicated account teams, category professionals, innovative brands and a curated product assortment for business, Staples provides customized solutions to help organizations achieve their goals. Interested in joining the team? Check out our_ _perks and benefits_ _!_



_Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law._

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Posted: 2021-03-26 Expires: 2021-04-29

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Team Manager - (Staples Business Advantage)

Staples
Rochester, NY 14651

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