Leading a team in a hybrid work environment across multiple channels.
Upwards of 50 direct reports
- Conducted regular reviews with Agents to develop and manage/coach/train/close performance gaps.
- Conducted performance appraisals and makes pay recommendations.
- Performed Ride-a-longs to ensure SOP execution and positively impacts client loyalty and helps employees deliver operational effectiveness while growing the business.
- Ensured safety procedures are communicated proactively and followed by Agents.
- Assisted with delivery and installation of products as needed to support Agents.
- Actively supported Agents in individual and group environments though developmental training, certifications, onboarding and increased proficiencies of team.
- Coached and motivated team to contribute to positive engagement. for themselves and the team
- Ensured Agents are maintaining and using approved tools in a safe manner, following all safety guidelines. Communication
- Communicated and executed Best Buy and Geek Squad Strategies within their area.
- Created consistency in service execution – ultimately protects and grows brand internally and externally.
- Provide teachable point-of-view for new processes, procedures, business segments, and areas of focus.
- Develop and maintain pertinent partnerships (such as Retail) in support of driving business results and improving client experience.
Business Analysis
- Controls costs and delivers productivity goals by monitoring, analyzing business trends, and results on a daily, weekly, monthly basis.
- Ensures necessary licenses and permits are obtained to properly fulfill work without risk of disruption to business.
- Validates inventory management processes are followed to minimize shrink and ensure proper level of inventory.
- Validates appropriate profiles in routing system including skillsets, efficiencies and capacity.