Assistant Store Manager-Team Lead

Company Name:
AT&T
Position Type:
Full-time
Develop and attain customer experience and sales objectives for store. Assist the Store Manager in the daily operation of a retail store. Under the direction of the Store Manager, schedule employees, maintain inventories, conduct physical inventories, maintain store appearance and complete day-to-day paperwork as directed. Take lead for developing, training and managing assigned team, with Store Manager maintaining ultimate decision making responsibilities for evaluations, discipline, and staffing (hiring/firing/promoting). Assist Store Manager, as directed, by assisting in the development, training and management of assigned team, which may consist of support or sales personnel. Ensure an extraordinary customer experience at all times.
ROLES & RESPONSIBILITIES
Customer Experience and Sales
o Execute store's implementation of The AT&T Promise
o 5 Key Behaviors
o The AT&T Retail Experience
o Assist Store Manager to:
o Execute store initiatives related to sales, service, and customer experience
o Meet and exceed assigned customer experience and reputation, sales and service, revenue and productivity targets
o Create a work environment where motivated people can excel
o Coach personnel on ""opportunities"" with key sales and reputation metrics, recognize teams on positive performance against key sales and reputation
o Perform role plays with personnel on a regular basis to improve interactions with customers
o Demonstrate the right customer behaviors defined by Delivering an Extraordinary Experience
o Facilitate weekly personnel training/educational sessions as directed by Store Manager
o Monitor Customer Experience Dashboard
o Resolve or escalate appropriately any billing or service issues
o Deliver the right customer experience by assisting with management of the store, customer coordination, the welcome and wait time process, supporting the team and assisting sales personnel with customer transactions
o Consistently demonstrate excellent leadership and coaching skills
Employee Management and Development
o Take lead for developing, training and managing assigned team, with Store Manager maintaining ultimate decision making responsibilities for evaluations, discipline and staffing (hiring/firing/promoting)
o Assist, inspire and engage all employees by motivating team to succeed
o Lead by example
o Partner with Store Manager to observe and coach all employees as needed, providing feedback around sales technique effectiveness and providing excellent customer service
o Improve store employee engagement through leadership skills
o Assist Store Manager in ensuring personnel adhere to the Code of Business Conduct and company policies as directed by Store Manager
o Fully understand and assist in educating personnel on compensation plan and how to maximize their earnings
o Assist in ensuring all time cards are reviewed and accurate
o Communicate temporary assignments and overtime for floating personnel
Product Launches
o Partner with Store Manager to successfully launch new products, services or processes
o Actively inspect post-launch and drive improved results with best practices
o Inspect that employees are properly trained on new products and promotions to sell with confidence
o Report concerns with sellers' knowledge and/or behavior to Store Manager and provide coaching as appropriate
o Coordinate with security, facilities and mall management to ensure smooth product launch day execution
Store Operations
Staffing/Scheduling
o Assist Store Manager with scheduling, coverage and resource planning to ensure the store has the right number of employees in the right roles at the right times
o Facilitate the monthly scheduling process
Merchandising
o Adhere to the iPOG and the merchandising standards
o 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
o Drive operational compliance of back office processes, procedures and policies
o Inspect existing and new retail programs, tools and training
Other
o Report fraudulent activity to Asset Protection
o On call for store emergencies
Demonstrate AT&T Extraordinary Leader Model Characteristics
o Continuously display high integrity
o Develop strategic perspective and champion change
o Inspire others to high performance through collaboration and teamwork
o Utilize professional expertise to solve problems and analyze issues
o Capture initiative and strive for results
Qualifications:
Desired Qualifications
Three or more years sales/customer service experience in the telecommunications or related industry
Currently an Assistant Store Manager within a 25 mile radius of the location of the position.
Well developed planning, analytical and problem-solving skills
Strong organizational skills and attention to detail
Strong communication, leadership, and presentation skills
Ability to operate a personal computer, wireless equipment, copier and fax
Ability to work at multiple locations within district preferred
Familiarity with wireless terminology and AT&T Mobility systems preferred
Company Description:
The largest communications company in the United States. And the world. We are the industry leaders in providing wireless service, high speed internet access, local and long distance voice, and directory publishing and advertising services across the US. We are also developing our business to include next-generation television services with our new AT&T U-VerseSM TV.
Join our incredibly diverse company of more than 250,000 people and help drive the innovation that keeps AT&T at the leading edge of technology and service. Expect big things from the company that created the communications industry.

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