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Job Information

GE Appliances, a Haier company ASI PSS Team Leader in Rapid City, South Dakota

Job Location

USA, Rapid City, SD

Job Posting Title

ASI PSS Team Leader

The Challenge

The PSS Team Leader role is responsible for the leadership and development of an inbound and outbound call taking team, whose primary goal is to deliver an exceptional consumer experience to GE appliance/Haier consumers. The PSS Team Leader is the liaison, coach, and developer of the Associates and is key to motivating the team to ensure the business objectives are met.

Direct Reports: Associates (15-25)

What you will Do

  • Lead and direct team of associates in fulfilling sales, STC’s and productivity, through daily/ weekly/monthly feedback sessions in areas of motivation, growth & development.

  • Communicate with Management to drive business imperatives, by Initiating, developing and implementing action plans to achieve business metrics & goals of the department/company.

  • Drive ASI Core Values to the agent level.

  • Utilize reporting tools to ensure productivity and adherence.

  • Identify problems and offer new ideas and approaches to improve productivity, quality, sales, STC’s and employee retention.

  • Liaison between Team Manager and Associates to communicate business updates.

  • Partner with Human Resources to ensure all Associate documentation is submitted.

  • Work with ASI stakeholders to improve processes and procedures.

  • Partner with other departments to ensure business continuity.

  • Responsible for opening and closing the Center, ensure appropriate floor coverage during all operating hours.

  • Drive Employee Health & Safety initiatives to the associate level and holding the team accountable for adhering to safety policies and procedures.

  • Participate in interviews and recruitment efforts

  • Participate in site initiatives and committees

  • Other duties as assigned by Team Manager.

What you need to Succeed

Minimum Qualifications:

PC skills required. Proficiency in Microsoft Office Suite required. Position requires individual with proven leadership abilities to frequently make decisions, which are restricted only by organization wide policies Team players - able to work well cross functionally and manage coordinated efforts successfully with other departments and develop a strong call taking team. Ability to communicate effectively though written and oral mediums. Exemplify and able to communicate ASI’s Core Values.

Preferred Qualifications:

Knowledge and skills normally acquired through a 4-year college degree from an accredited college or university and/or 2-4 years management experience or training in related field preferred. Experience in a consumer / customer service oriented environment or sales environment preferred. Significant experience successfully leading teams utilizing a high level of emotional intelligence, with experience in developing personal growth strategies and skill sets in others.

Working Conditions:

  • Remote work opportunities subject to business needs. Otherwise, a normal office environment with 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.