InStore Coach AT&T
Job Title: InStore Coach
POSITION OVERVIEW:
The InStore Coach AT&T supervises and coordinates activities of Cellphone Repair Technicians. You’ll manage technicians across multiple retail locations while ensuring that production and quality standards are achieved, while cultivating a culture of sales to facilitate sales performance.
ESSENTIAL JOB SKILLS/DUTIES:
- This role will support AT&T InStore repair
- Create an inclusive environment which embraces and derives value from diversity and change.
- Responsible for attending, observing, and facilitating regular coaching and leadership sessions to evaluate and develop Supervisors and Technicians.
- Provide expertise in the planning, facilitation, and organization of coaching initiatives: assess needs to plan, develop, coordinate, monitor and evaluate In-Store staff.
- Ensure market is executing on Individual Development Plans and performance action plans.
- Deliver in-field technical training to enhance technical expertise of the teams.
- Measure effectiveness of service and repair functions to determine if performance standards have been met.
- Develop employees to ensure they have a clear understanding of performance metrics.
- Develop, plan, and implement continuous process improvements in labor efficiency, labor utilization, and total operating costs.
- Manage parts inventory for respective store locations.
- Drive quality sales in job fusion roles such as Delivery & Expert Set up and Messaging.
- Adheres to internal standards, policies, and procedures.
- Through interactions with customers, our experts demonstrate integrity in serving, solving and selling with expectations to listen to the customer’s needs, provide accurate information and conduct themselves in a way that is consistent with Asurion's values.
- Performs other duties as assigned.
SKILLS:
Technical skills
- Knowledge of and proven work experience with education principles and methods for coaching curriculum and training design, and teaching, instruction, and supervision of individuals and groups
- Strong oral and written communication skills
- Strong teamwork and collaboration skills
- Basic knowledge of Microsoft Office
Soft/Leadership skills
- Active listener; strong communication - verbal and nonverbal
- Good analysis; solves basic problems
- Manages time; takes direction from leader
- Builds relationships with teammates
- Basic understanding of the products and services offered
- Adaptable to change; manages change in work priorities
- Contributing team member and pursues relationships to advance work
- Provides peer to peer feedback
- Inspires peers through engagement and team support
- Reliable transportation required in order to report daily to Forward Stocking Location
EDUCATION AND EXPERIENCE: (For Internal Posting)
Required Education and Experience
- Must have a minimum of 6 months tenure in current role
- Performance rating must be Strong or above
- Not enrolled in PIP, Written Warning, Final Written Warning or higher disciplinary action
Preferred Education and Experience
- Bachelor’s degree and two years related work experience or Associate’s degree and four – six years related work experience
- Two years of supervisory experience
- Prior experience training others on technical repair work
- Technical experience in assembling and/or dissembling electronic devices preferred.
- Sales Experience is highly preferred.
SUPERVISORY RESPONSIBILITIES:
This role will supervise 7-15 experts
TRAVEL REQUIREMENTS:
- Percent of time: 50%
- Overnight required: None
NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.
THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING
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