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Assistant Manager, Call Center (Geek Squad Customer Care)

Best Buy Piscataway Full-Time
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The Geek Squad Customer Care Assistant Manager provides daily leadership to the Geek Squad Customer Care Agents who handle Delivery and Installation escalations. Using behavior based coaching and feedback, the Assistant Manager ensures that job duties and responsibilities of team members are completed in a consistent, accurate and productive manner. The Assistant Manager is responsible for talent selection, development, performance management of execution of strategy, and oversight for the development of Agents who directly and indirectly report to them. The Assistant Manager is responsible for coaching and developing teams to create a culture of continuous improvement through employee engagement.

The Assistant Manager frequently interacts with vendors, internal partners and external customers/clients and must demonstrate effective relationship building skills, polished communication and commitment to improving the customer experience.

Key accountabilities:
  • Responsible and accountable for resolving escalated customer requests via the forms submitted by retail and being worked by the Geek Squad Customer Care Team.
  • Ability to interact with all IT systems and requirements.
  • Accurate and timely measurement, follow up and reporting on all Delivery and Installation opportunities.
  • Leverage Key Performance Indicator metrics (Including Customer NPS (Net Promoter Score) to measure progress and highlight areas where improvement is needed.
  • Responsible for talent selection, development, performance management, and engagement for Customer Care Agents.
  • Manage schedules to ensure hours of operations are staffed appropriately.
  • Ensure Service Level Agreements are being met by direct reports.
  • Maintain effective and ongoing partnerships with internal customers/business partners (3PL, Delivery Distribution Center, local field teams, and Retail).
  • Serve as a liaison to cross functional teams to drive root cause analysis for appliance services failures and recommended course of action to fix/prevent
  • Key holder for the building to assist with opening and closing duties.
Basic Qualifications
  • 3 years of Services, Call Center or Retail experience OR Military equivalent
  • Prior supervisory experience
  • Strong communication skills (written and verbal)
  • Knowledge and skills utilizing tools and technology
Preferred Qualifications
  • 4+ years of Services, Merchant, Retail or related experience
  • Experience with Microsoft
  • 2+ years of supervisory experience in a call center environment
  • Associates Degree
 

Recommended skills

Scheduling
Metrics
Customer Service
Distribution (Business)
Communication
Leverage
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Job ID: 106975784

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Best Buy is a leading provider of technology products, services and solutions. The company offers expert service at an unbeatable price more than 1.5 billion times a year to the consumers, small business owners and educators who visit our stores, engage with Geek Squad agents or use BestBuy.com or the Best Buy app. The company has operations in the U.S and Canada, where more than 70 percent of the population lives within 15 minutes of a Best Buy store, as well as in Mexico where Best Buy has a physical and online presence.

As for our workforce, our employees’ knowledge, passion and commitment are recognized through pay, benefits and other rewards that are among the best in the industry, including an industry-leading employee discount on the latest and greatest products.

To learn more about opportunities at Best Buy follow us on twitter @bestbuy_careers and check out our career site http://www.bestbuy-jobs.com/

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