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Cellular Connection
Cellular Connection

The Cellular Connection is a retailer of wireless products.

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Operations - Store Support Team Lead

The Cellular Connection

Fishers, IN • On-site

Other

Re-posted 18 days ago

Job description

General Position Purpose:
The Store Support Shift Lead will be responsible for the delivery of quality Level 1 support services to the TCC and WZ Retail stores. The primary goal is to enable retail sales for Store personnel. This will be accomplished by ensuring incidents are managed within SLAs and with a high customer satisfaction.
Essential Duties:
  • Manage and report on Key Performance Indicators identified by the Company, such as First Call Resolution, Abandonment Rate and Customer Surveys.
  • Responsible for Outage communication through various channels
  • Oversee Alert & Event, Incident, Problem, Request and Knowledge management.
  • Proficient in resolving all Level 1 Core and Extended Services
  • Drive the Store Support team and instill a customer service culture.
  • Act as an escalation point for team members.
  • Approve inter team escalations and oversee the incident to completion.
  • Develop inter and intra team processes that promote efficiency and communications excellence.
  • Oversee the prompt completion of breached SLA tickets.
  • Track trouble ticket resolution metrics against SLAs.
  • Promote processes that support the ITIL methodology.
  • Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.
  • Produce SLA exception reports and investigate the root cause of the SLA breach.
  • Screens, interviews and makes recommendations for hiring potential employees.
  • Coaches, develops, and provides leadership, direction, and motivation to the Store Support Team.
  • Act as Major Incident coordinator to ensure outages and major incidents are handled efficiently and within processes while escalating when necessary.
  • Support and promote the 5 Promises (Care, Drive the Business, Connect, Inspire and Be Authentic)
Additional Duties and Responsibilities:
  • Excellent time management, organizational, personnel, and conflict resolution solving skills.
  • Ability to work and communicate with all levels of management.
  • Strong written and verbal communication skills.
  • Adapt to the changing priorities and drive the team toward meeting the changing goals.
  • Available for on-call support; must be able to work weekends/evenings as needed.
  • Ability to function effectively within a team or as an individual contributor.
  • Strong knowledge of the ITIL framework and best practices
  • Strong Retail Operations knowledge
  • Proven expertise and overall responsibility in customer service and managing the performance of service centers
  • Plans and carries out responsibilities with minimal direction
  • Performs other duties as assigned
The accomplished individual will possess the following:
  • Good understanding of general business operations.
  • Excellent inter-personal skills.
  • Strong verbal and written communication skills.
  • Problem solving and analytical capabilities.
  • Ability to execute assigned tasks swiftly, efficiently, and qualitatively.
  • Ability to delegate and drive the day to day operations of the support team
Education and/or Experience:
  • Associates degree/ Bachelor's degree in Information Technology or Business and or equivalent combination of education and experience. At least 5+ years related experience in a Service Support setting.
  • Fundamental knowledge of ITSM best practices and the ability to explain and train staff.
  • Sound understanding of various operational processes, applications and hardware systems that are supported throughout the environment.
Physical Demands:
  • Able to sit over 30% of the time.
  • Able to stand, walk and bend up to 70% of the time.
The accomplished individual will have the following attributes:
  • Adaptability - must adjust quickly to changes in business or IT strategy.
  • Negotiation Skills - ability to resolve issues, prioritize efforts and manage resources.
  • Self-Motivation - will take unsolicited actions toward achieving overall objectives.
  • Conflict resolution - will work
  • Strong Communication - strong written and verbal to influence, lead and motivate others.
  • Customer Focus - Ability to establish strong relationships across all levels of organization.
  • Leadership - demonstrated leadership capabilities, ability to organize and motivate.
  • Progressive - conceptual, analytical and strategic skills and a vigorous thought process.
  • Team Player - the ability to sell change effectively and influence others.
  • Problem-Solver - relentless sense of urgency, strong intellectual horsepower, thorough and insightful with a "Can Do" attitude.
  • Mentor - the ability to mentor and train support team to help grow through their development paths.

We are an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), national origin, ancestry, age, physical or mental disability, medical condition, military or veteran status, marital status, sexual orientation, gender, gender identity, gender expression, genetic information, or any other status protected by applicable federal, state, or local laws. We are committed to providing reasonable accommodations for qualified individuals with disabilities.
#nowhiring #teamleadopening #supportopening #newjob #jobs

Working at The Cellular Connection

Perks for workers

  • Paid Time Off

  • Paid Community Time

  • Paid Employee Matters Day

  • Same Day Pay Options

  • Generous Community Grant Opportunities

  • Employee Resource Group

  • Medical, Dental, Vision

  • 401K with Company Match

  • Long-Term and Short-Term Disability

  • Critical and Accident Benefits

  • Employee Assistance Program

  • Verizon Discount Options

  • Rewards and Recognition

About The Cellular Connection, in their own words

From The Cellular Connection

Founded in 1991, TCC operates over 500 locations from coast to coast. Our long-standing relationship with Verizon allows us to make our services more accessible to customers while offering unparalleled customer service and competitive pricing. We employ nearly 2,000 people across the U.S., from sales associates to our store support team members.

Our purpose is to passionately make a difference in the lives of our employees, customers, and the communities where we live and work. TCC is a Culture of Good, Inc. company that encourages employees to give back in every community they serve. We have donated more than 1 million backpacks with school supplies to children and appreciation packs to more than 25,000 teachers across the U.S. We also host annual events to honor veterans and support child-centered nonprofits. TCC’s corporate giving program, TCC Gives, encourages nonprofits to contact their local stores to apply for support through the Community Grants program. They have surpassed $7 million in donations to local nonprofits across the country. TCC also works closely with More Than a Phone, a nonprofit that partners with local domestic violence organizations to keep survivors connected with free smartphones and data.

To learn more about TCC, visit TCCRocks.com, and connect with the company on Facebook, Twitter, LinkedIn, and Instagram.

Company values

From The Cellular Connection

We serve our employees, customers and communities through living out our 5 Promises.

CARE- we respect the people around us and embrace our differences.

CONNECT- we intentionally create space and remove barriers to promote meaningful connections because we know that representation matters.

BE AUTHENTIC - we champion authentic relationships within our business and communities we serve.

INSPIRE- we will be the example for others to follow throughout our workplace and our communities.

DRIVE THE BUSINESS- diverse teams promote cross-functional innovation, strong community relationships and overall success.

Diversity and inclusion statement

From The Cellular Connection

Come as you are; we celebrate our differences!

At TCC, equity, diversity, and inclusion are not just words. They are our guiding principles as we build our teams, cultivate leaders, and create a work environment that reflects the customers and communities in which we live and serve.​​​​​

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