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The Wireless Experience Store Manager in Saugus, Massachusetts

The Store Team Leader (STL) is a key role in the organization of The Wireless Experience. The STL sets the tone and vision of customer service in all our retail locations and is critical in TWE driving and obtaining the necessary results needed to make us a success! The STL manages the sales and operations of a TWE / AT&T store. The STL assumes full responsibility of the store focusing on the selection, training, and development of Wireless Sales Representatives to provide an unmatched customer experience. The STL is also the leader of the store focusing on improving store sales, profitability and image through proper merchandising and protects our company’s assets through operational excellence and adherence to our policies and procedures.

DUTIES AND RESPONSIBILITIES

Sales Experience

Our results matter! Our Store Team Leaders are responsible for delivering on our sales and performance objectives within their own specific location through;

  • The development and communication of sales objectives for each Wireless Sales Rep (WSR) and the entire store location.

  • All sales are executed with integrity and that all WSR’s are aware of this expectation.

  • Staying 100% up to date on company and AT&T promotions and services to educate employees on customer service expectations.

  • Reviews company policies on sales and ensures all employees are fully aware of expectations. Applies necessary accountability when and where needed.

  • Monitors and analyzes customer service provided by team members. Offers feedback, training, and coaching, and develops action plans for improvement. Uses company provided tools such as training aids, performance improvement plans, and disciplinary action to uphold expectations.

  • Serves as role model for WSR team in greeting customers and aids with products and services.

  • Models and shares customer service best practices and expectations with WSR’s to deliver a customer experience second to none, including selling skills (e.g., greeting, eye contact, courtesy, offering help proactively, identifying needs, servicing until satisfied, etc.).

  • Resolves customer complaints and helps respond to customers’ special needs.

    People & Performance Management

    People are our number one asset! Therefore, as Store Team Leader you are responsible for the selection, development, and retention of talent within your store, which includes the following;

  • Staffing: Identifies and selects the strongest and most effective candidate for all Wireless Sales Representative positions. Takes ownership of stores staffing needs through the effective planning of store scheduling, managing candidate pool, and leads the interview process of WSR’s.

  • Coaches: Manages team member performance by assigning responsibilities, setting goals and expectations, observing performance, providing feedback and giving recognition utilizing the balance scorecard. Follows all expectations of employee feedback and applies necessary accountability when and where needed.

  • Development: Owns the development of his or her team. Takes 100% ownership in ensuring all WSR’s are taking required courses and keeps up to date on all training requirements from TWE and AT&T.

  • The Store Team Leader takes full interest in the development of his or her team taking into account both personal and professional needs.

  • Performance Management: The STL is the first line of accountability for his or her WSR team. He/She is to address issues related to performance and conduct and disciplines WSR’s. The STL can seek advice from his/her District Team Leader and HR when and where appropriate.

  • Develops employee performance plans (PIPs) and follows up according to deadlines and expectations. Works with team members to establish goals.

  • Promotes and drives engagement and teamwork and motivates team members by establishing expectations, tracking results, showing enthusiasm and sharing The Wireless Experience Mission, Vision, and Values.

  • Ensures compliance with all corporate policies, applicable employment laws, and is consistently fair in the treatment of all team members.

    Training & Personal Development

    Training and development are a critical piece of the success puzzle at TWE. As Store Team Leader, you are responsible for setting the tone of expectations surrounding all training. You are the steward of development and must ensure all employees (new and tenured) understand the training requirements and coach your team to success through our training offerings, including;

  • As STL, he/she must participate in company and on-the-job training to improve skills and productivity and attend training requested by District Team Leader, AT&T, and the Business Support Center.

  • Follows any personal PIP’s (performance improvement plans) offered by District Team Leader as well as utilizes the tool to create and administer PIP’s for WSR’s in his/her store.

  • Seeks self-development by monitoring own performance, setting high personal standards, learning about products, sales, operations and management, seeking best practices.

  • All new-hire training including AT&T and TWE Virtual and Classroom training is completed on time and to expectations. This is inclusive of ALL training required.

    Operations

    The Store Team Leader is responsible for driving the following;

  • All financial operations maintained and executed with integrity within store location.

  • Manages operation of the store and WSR’s, opening/closing/changing shifts, task delegation and scheduling team members.

  • Assigns daily operational responsibilities and tasks and sets expectations for WSR’s.

  • Manages the control of the store money including register counts, withdraws from bank, bank deposits, change orders and oversees all aspects of bookkeeping including ledger, invoices, cash reports and time records. Ensures bank deposits are completed on a daily basis.

  • Manages merchandising by planning and ensuring the implementation sets and resets and revisions of basic product end stands, display tables, and promotional space, using approved pricing, signs, advertising, promotional items, seasonality, etc.

  • Analyzes inventory trends and supervises inventory management, including ordering items, keeping stock, and liquidating stock and leveraging First in First Out to avoid outs and overstock.

  • Manages and leads the receiving, stocking, pricing, returning, and transferring of merchandise.

  • Ensures execution of operational feedback from the District Team Leader through delegation and supervision of WSR’s.

  • Implements store organization through proper hiring and placement, onboarding, and scheduling of work assignments and delegation.

  • Ensures that store/grounds are clean and presentable; manages repair and maintenance; responds to emergencies.

  • Manages operations of assigned location including strict compliance with all applicable laws and regulations, including but not limited to ATT and TWE Compliance measures.

  • Ensures staff has working knowledge of all computer and technology systems and software (e.g. RQ4, Portal, etc.) Ensures response to all systems problems by contacting information technology support and seeking solutions in an urgent manner.

  • Complies with all company policies and procedures; maintains respectful relationships with coworkers and leads team to do the same. Does not deflect operational issues to DTL. Attempts to resolve first and find a solution.

  • Completes special assignments and other tasks as assigned.

    Business Performance Management

  • Analyzes financial and performance data; develops action plans to increase sales and control costs.

  • Reviews KPIs daily and prepare to discuss with market operations manager and district management.

  • Reviews and analyzes asset prevention data and develops and implements action plans to reduce loss.

  • Assists the B2B Representatives in the identification of sales opportunities to ensure the growth and successful performance of the store.

    Communication:

  • Communicates constantly with WSR’s through one-on-one discussions, group meetings, soliciting input, answering questions, and ensuring communication is open between management and non-management team members.

  • Assists District Team Leader and Marketing Department in planning and attending community events.

    SUPERVISORY RESPONSIBILITIES

  • Wireless Sales Representatives in assigned store.

    COMPETENCIES

    The following align to the values and define the important behaviors needed in order to be successful at The Wireless Experience for this position:

  • Customer Service: The role of Store Team Leader is focused 100% on providing strong customer service to both internal and external clients. Internally, it will be important to provide timely responses to his / her employees and leaders as well as the greater HR and TWE leadership team. Externally, the Store Team Leader is the 100% accountable for ensuring the service provided in his/her store is of the highest level and that the entire employee team in his/her store understands this importance as well in addition to having the tools needed to deliver the highest level of customer service at all times.

    Company Values:

  • Accountability : Demonstrate the behaviors needed to apply appropriate accountability to not only self but to others. Be able to identify what appropriate behavior and actions look like and demonstrate an effective manner of how to address. Demonstrate self-accountability through personal reflection, displaying signs of the ability to constantly finding ways to improve and deliver on results. Results breed credibility and a high level of self-accountability.

  • Community : This position plays a large part in ensuring we are doing right to our community, customers, and above all, our employees. The community that is TWE is one area where this position must focus his/her efforts to ensure we demonstrate a Great Place to Work mentality. Not only is this a focus but it is a responsibility for creating the environment for which people want to work.

  • Integrity – The role of Store Team Leader must work with high levels of integrity and professionalism at all times. This role will be provided with many high level strategic decisions as well as highly confidential information. It is expected that the leadership team of this organization can trust this position with being able to work with integrity.

  • Loyalty : Demonstrating and inspiring a strong feeling of support toward TWE and AT&T will be another critical factor to long term success in the career of this position. Not only is the loyalty of the Store Team Leader an important element of his/her role towards TWE, it is important that the Store Team Leader create an environment of trust, integrity, and loyalty within his/her store so that his/her employees feel safe at work and able to communicate and act appropriately.

  • Trust : The role of Store Team Leader is one that should display trust at all times. This position requires an individual who can be counted upon to get work completed as well as respond and react in an effective manner. Not only should personal trust be displayed but actions should be demonstrated that build trust.

    QUALIFICATIONS:

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Successful completion of all required trainings and Leading at The Wireless Experience Training Program.

  • Willingness to work a flexible schedule to include extended days, evenings, weekends and holidays.

  • Three years retail management experience, including supervising others, managing and assigning work.

  • Work 45 hours a week. Any deviation must be approved by his/her District Team Leader.

  • Must work a minimum of one closing shift.

    EDUCATION AND/OR EXPERIENCE:

  • Associates Degree in business or marketing or equivalent experience within the wireless space.

  • At least 6 months experience as a Store Manager Trainee with “exceeding expectations” rating on last performance review or 6 months of your balance score card, and no written disciplinary actions in the last 12 months.

    COMPUTER SKILLS:

  • Ability to operate a personal computer, wireless equipment, copier and fax.

  • Ability to explain current technology and products.

  • Knowledgeable about current trends, products and competitors.

    EQUAL EMPLOYMENT OPPORTUNITY

    The Wireless Experience is committed to Equal Employment Opportunity. It is the policy of the Company to encourage and support equal employment opportunity for all associates and applicants without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical or mental disability, medical condition, marital status, political affiliation, sexual orientation, individual genetic information, disabled veteran or Vietnam Era Veteran Status.

    AMERICANS WITH DISABILITY

    Applicants as well as employees who are, or become, disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

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