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Store Manager I

AT&T


Location:
Lincoln, NE
Date:
11/22/2017
2017-11-222017-12-21
Job Code:
att4-6117212
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Job Details

Company AT&T

Job Title Store Manager I

Jobid att4-6117212

Location: Lincoln, NE, 68503, USA

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: Meet and exceed assigned goals for: customer experience and reputation, sales and service, revenue and productivity



Demonstrate the right customer behaviors defined by Delivering an Extraordinary Experience



Ensure every seller follows the AT&T Retail Experience and executes on all 5 Key Behaviors at all times:



Consistently demonstrate excellent leadership and coaching skills



Create a work environment where motivated people can excel



Oversee Store floor experience – Act as Floor General



Own Customer Coordination,Welcome and Wait Time process



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 preferred



Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice at any time, at the Company's sole discretion.



At AT&T, we’re bringing it all together. We deliver advanced mobile services, next-generation TV, high-speed internet and smart solutions for people and businesses. That’s why we’re investing to be the premier integrated communications company.

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