Store Support Team Lead in Roanoke, VA at Advance Auto Parts

Date Posted: 6/18/2019

Career Snapshot

Career Description



Job Description

SUMMARY
The Store Support Team Lead is responsible for the development, management and motivation of Customer First Center of Excellence team member and contractors. Maintain day-to-day execution of a "Best in Class" Support Team through defined SLA’s.


Manage, coach, motivate and train a support team for one of the support types:  Retail Customer Care and E-Commerce Support, Professional and Independent Support and Merchandising and Operations Support

  • Develop and lead an Analyst II Team to achieve Key Performance Indicators outlined below:
  • Maintain team baseline for Average Seconds to Answers (ASA)
  • Maintain team baseline for Average Handle Time (AHT) based on support type
  • Maintain team baseline Average of 80% Quality Assurance (QA) score
  • Answer 80% or more of calls within 60 seconds
  • Answer all emails within 24 hours or receiving
  • Maintain Ticket integrity and resolution within 24-48 Hours
  • Return voice mails within 30 minutes of receiving (except for VM’s left outside teams hours of operation, but must be returned within 1st hour of next scheduled day)
  • No more than 5% of all calls abandoned
  • Resolves 80% of inquiries on first contact
  • Maintain team baseline average for customer satisfaction ratings
  • QA of Support Team on tickets, calls, chats and emails (includes technical assistance provided to analysts that cannot answer, random call monitoring, Team Meetings, One-on-One meetings, etc.)
  • Work with business partners to establish and maintain Knowledge Management system, including Self Help by category lead type.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Self-motivated and take initiative
  • Ability to motivate, manage, coach and train a team
  • Good working knowledge of the Point of Sale, Parts catalog, eCommerce, FDO, Ticket Management, and Call systems
  • Skills in defining and implementing processes to improve operating efficiencies
  • Knowledge of Store Operation policies and procedures
  • Good written and verbal skills and ability to effectively communicate with Store Operations management
  • Ability to meet deadlines and work well under pressure
  • Ability to work well with other departments and business partners
  • Good organizational and follow-up skills
  • ASE certification not required, but must be willing to work towards obtaining ASE certification

EDUCATION and/or EXPERIENCE

  • High school diploma or General Education Degree (GED); and
  • Minimum of 5 years related Customer Service experience, leadership, training, and automotive parts experience; or
  • Equivalent combination of education and experience. 

SUPERVISORY RESPONSIBILITIES
Manage, coach, motivate and train a support team.

CERTIFICATES, LICENSES, REGISTRATIONS
None

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.