AT&T Store Manager I Middletown NY at Middletown

Job Description

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 preferredProvisions 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.

Job Requirements

 
Country: USA, State: New York, City: Middletown, Company: AT&T Retail.