T Mobile - Retail Sales Manager - Lake Elsinore

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 care

Customer 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 tenants

Operations :

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 completed

Employee 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 Department

Develop 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 followed

New 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 title

KNOWLEDGE 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 staff

EDUCATION / 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 emergencies

21.90 - $51.02 / hour

The pay range above represents hourly wage and potential store bonus.

Benefits :

We are pleased to offer a comprehensive array of valuable benefits to protect your health your family and your way of life.

• Health Dental and Vision Insurance
• 401(k) Retirement Savings
• Life and AD&D Insurance
• No Cost Mental Health Program
• Daily Pay
• Discounted T-Mobile Cellular Service

Required Experience :

Manager

Key Skills

Customer Service,Agriculture,Atl,Bank Operations,Body Care

Employment Type : Hourly

Experience : years

Vacancy : 1

Hourly Salary Salary : 21 - 51