T-Mobile - Retail Store Manager - Logan
Company: T-mobile (mobileone Llc)
Location: Logan
Posted on: May 9, 2024
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Job Description:
SUMMARY:The Retail Sales Manager (RSM) is responsible for the
overall operations, responsibilities and sales of the
store.RESPONSIBILITIES:Top Priorities: Drive store sales;
mentoring, influencing, motivating and holding Mobile Experts
accountable to meet or exceed daily and monthly targets/goals Meet
or exceed all monthly Performance Quotas and Expectations Enforce
all company policies, procedures, and best practices Maintain
compliance with all CPNI, PII, and Social Media regulations, rules
and policies; ensure all Mobile Experts are compliant and enforce
accountability Always keep constant enthusiastic communication
(Slack, mobile, in-person, email, Connecteam and any other
company-wide tool) Maintain an excellent relationship with T-Mobile
and uphold MobileOnes excellent reputation with the utmost standard
of careCustomer Service: Interact with every customer and
contribute to every sale while on the sales floor Ensure
best-in-class customer service experience by training, developing,
monitoring and holding Mobile Experts accountable using trackable
scores found with NPS and SME Troubleshoot customer escalations to
resolution as quickly as possible; involve appropriate management
channels when necessary; train Mobile Experts to de-escalate as
often as possible and remain in constant contact with their
supervisors when applicable; keep customer informed until the
escalation is resolved Login to T-Mobile (Citrix) system to read
in-full all HUB feed and notifications before interacting with
customers Maintain a great relationship with the landlord and
neighboring tenantsOperations: Adhere to all labor budgets and
create work schedules accordingly; issue schedules at least two
weeks in advance to all Mobile Experts and your Regional Manager
for approval Relay the #announcement Slack channel information to
every Mobile Expert every day Maintain and protect required
Inventory and cash management procedures (daily, bi-weekly, and
bi-monthly), including but not limited to, Inventory and cash loss
prevention standards Do not exceed monthly credit limits, do not
offer recurring credits, and do not access friends/family/personal
accounts When requested, respond to NPS surveys and YEXT Reviews
within required timelines Learn, implement, and leverage all
technology made available Review and utilize all reporting made
available to you (Power BI, Tableau, Viva, Cornerstone, Slack, TIMO
Console, TIMO, etc., as released) Receive, process, and track demo,
sellable and non-sellable inventory Review and execute MyMerch when
required and ensure minimum requirements are met at all times
Ensure that the Daily Ops checklist is completed accurately and
timely Complete self-T-Mobile Ops Ready! Audit as required Comply
with all regular and updated Loss Prevention and Cybersecurity
rules and regulations Maintain a clean store by ensuring the Daily
Janitorial checklist is completed daily through Connectteam Ensure
all store equipment, facilities and technology are working
properly; self-troubleshoot and then escalate to the appropriate
internal team member as needed; if further escalation is required
then partner with the appropriate team member to ensure outside
service providers resolve problems; as a last resort connect with
your supervisor to resolve Ensure the Daily Paperwork Folder is
completedEmployee Relations: Ensure time/management violations are
eliminated such as meal break violations, variant punches, auto
punch errors, etc. When employee issues arise, troubleshoot
accordingly; if issues escalate, involve your supervisor and the
Human Resources DepartmentDevelop Team/Accountability: Ensure you
are on the sales floor for at least 80-85% of your shift Ensure
your team timely executes new trainings according to completion
requirements and compliance as directed by the Training team Be on
time to all scheduled meetings/trainings regardless of the platform
(in person, mobile, Zoom, Slack) Attend, deliver and execute on all
MobileOne/T-Mobile trainings and ensure all direct reports (Mobile
Experts & ASMs) are compliant Enforce all required customer
call-backs be made by Mobile Experts and be willing to step-in to
complete Call every customer within 24 hours to ensure
satisfaction, troubleshoot, and remind customer of the potential
survey Perform and monitor all required outbound sales calls Track
the daily M1 Ready/M1 Recap (Google Drive), print both documents
and place inside the Daily Paperwork Folder. Review these documents
with each Mobile Expert on a daily basis When you have an open
Requisition for your store, contact all new applicants within 72
hours of applying for the position Track and project with all known
factors, such as but not limited to seasonality, trends, etc., to
best anticipate labor needs; prepare, report, recruit, interview
and hire accordingly Notify your supervisor and the Human Resources
Department if a Mobile Expert has two consecutive months of sales
below minimum GP requirements and Performance Quotas &
Expectations; this will trigger a PIP for the Mobile Expert and
commence labor planning to accommodate for the potential need to
fill that role Perform regular 1:1 check-ins with each Mobile
Expert with the intent to further develop sales performance Host
monthly location meeting to review store objectives and past
performance Ensure all safety and store protocols are being
followedNew Hire/Onboarding: Communicate and collaborate with the
Training team to determine Mobile Associates (new hire) week 2-3
training schedule. Direct Mobile Associate completion of the new
hire checklist (M1 checklist) and Mobile Expert Certification
(T-Mobile) inside of 30 days or less; Maintain responsibility for
Mobile Associate achieving milestone requirements to achieve the
Mobile Expert criteria inside of 60 days or less Manage ASM hiring
and onboarding process; communicate with supervisor to initiate ASM
interview process, ensure ASM candidates meet supervisor created
criteria for ASM role, interview all qualified candidates in
partnership with supervisor and Human Resources Department, ensure
supervisor assigns new ASM the RAM tile in Citrix, ensure new ASM
completes Cornerstone required training inside of 60 days or less
and ensure ASM continually meets company-created criteria to remain
in the ASM titleKNOWLEDGE AND SKILL: Knowledge of T-Mobile
products, services, policies, systems, etc. Basic Microsoft Office
suite and G-suite abilities Ability to operate MyMerch, TIMO
Console/TIMO, Viva Tracker, ADP, Slack, HUB, Power BI, C2, Citrix,
Remos, etc. Effective communication in both written and verbal
formats Ability to train others on the sales process and be able to
adapt, pivot and adjust to the needs of the Mobile Experts learning
style Be able to deliver both positive and constructive feedback in
a productive manner Maintain working knowledge of all store
sales/operations in order to best manage and address all Mobile
Experts questions Be able to explain Mobile Expert pay thoroughly
and accurately Maintain staffEDUCATION/EXPERIENCE REQUIRED: Must be
18 years of age or older Legally permitted to work in the United
States Must pass your initial and ongoing background
check(s)PHYSICAL DEMANDS: Ability to report into the store during
all regular business hours Ability to respond to emergencies
outside of store hours Ability to stand and move around the store
all day Ability to travel when requested Ability to work overtime
and/or beyond 10 hours in a day when requested Ability and
availability to work nights, weekends, and holidays Ability to
bend, squat and stretch for purposes of inventory and stocking
Ability to answer a phone Ability to communicate with customers and
employees Ability to operate all inventory sold in our stores
Ability to make all required outbound phone calls Ability to be
available on your day off for emergenciesPRI101by Jobble
Keywords: T-mobile (mobileone Llc), West Valley City , T-Mobile - Retail Store Manager - Logan, Executive , Logan, Utah
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