The primary responsibility of a Home Solutions Center (HSC Manager) is to recruit, hire, train, mentor, evaluate, and develop HSC representatives to exceed performance for the department and the company. The manager ensures the department achieves its performance metrics in low wait times, maintaining a high level of customer service, and achieving their sales goals each month, while staying up to date in an ever-changing landscape of a multi-channel business model. It is important for each manager to possess the skills associated with great Aaron’s store staff and multi-unit managers, while understanding the key responsibilities of a call center manager.

Duties and Responsibilities:

• Accurate scheduling for 30+ people including part time mix

• Directing daily workflow to ensure that all performance and quality goals are met

• Coordinating procedural changes and training

• Supports the building and developing of an effective and high-performance team

• Thrives as a team player in a fast-paced, high-energy, change-oriented environment

• Coaching, motivating & counseling staff including administrating disciplinary action when necessary

• Analyzing call/performance statistics

• Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required

• Acts as an escalation point for resolving the most difficult customer issues, including interaction and correspondence with regional managers and divisional offices

• Approves and implements streamlining opportunities and process improvements

• Manages phone system (IVR), maintaining operational features and enabling new elements to increase efficiency

• Analyzes and monitors call flow for the creation of efficient queues and skill-based routing

• Creates and implements plans to constantly improve team performance and develop individual team member skill sets

• Manage correspondence from secondary channels: Email response and templates, voicemail response scripts, and chat scripts

• Conduct manual processing and approvals of web-assisted orders, including platform development feedback to IT 

• Support e-commerce and customer service issues via social media response management • Performs other related duties as required 

Education and Experience:

• BS/BA or equivalent experience is necessary

• Call center experience and at least 2+ years management or supervisory experience required

Required Skills and Competencies:

• Strong analytical and problem-solving skills 

• Excellent interpersonal, project management, written and verbal communication skills

• Advanced skill and confidence to identify and meet business needs with little or no direction

• Proven ability to balance multiple daily tasks with longer-term strategic initiatives

• Ability to work well independently and under pressure, as well as be highly responsive to adapting to business needs.

• Strong client service and leadership abilities with excellent written and oral communication skills

• Strong focus on teamwork and ability to manage relationships across multiple departments

• Mastery of Microsoft Applications (e.g., Excel, Word, Dynamics, PowerPoint)

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification.  The statements are not intended to be an exhaustive list of all job duties performed by employees assigned to this classification.