• Ensures continued improvement in after-sale customer satisfaction through a proactive, consistent interface with dealers, distributors, service companies, installers, and BSH consumers.• Captures and channels trends, concerns, issues, and data-based product issues to the appropriate functional area for action.• Maintains staff balance to ensure consumer support and strategic goals are achieved.• Develops organizational culture including encouraging employee contributions, and fostering respect and support of all types of individuals, team members, customers, peers, and leadership included.• Assist and advise on the implementation of company disciplinary procedures where necessary.• React to operational demands through the refinement of policy.• Develop staff by conducting regular personal development reviews and monitoring activity and feedback• Deal with escalated issues and resolve to the customers' satisfaction in line with law and company policies• Understand and react to changing customer demands and formulate policy accordingly.• Manage and monitor call traffic to ensure that targeted productivity and customer response is achieved.• Set and manage agreed customer quality standards for call content and accuracy of information capture.• Ensuring confidentiality and appropriate use of customer information.• Develops and manages departmental metrics, including performance standards and policies.• Provides routine, high-level reporting to corporate senior management.• Exercise and encourage effective communication skills with both external and internal customers.• Utilize and prompt business forecasting to achieve agreed service levels and manage the operation within budget.• Manage the relationship with IT to ensure the daily control of telephony and field service support systems.• Adhere to all company processes, procedures, policies, and standards.• Performs all other duties as assigned.

• Manages a team of agents.• Circulates the room periodically every day to listen to conversations and provide instructions.• Remains available at all times for agents’ questions and concerns.• Handles calls from customers who wish to speak to a supervisor for whatever reason. • Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.• Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.• Reviews all call reports.• Maintains call agent attendance records.• Trains new call center agents.• Provides helpful feedback and positive communication to motivate call agents.• Runs regular staff meetings with the call agent team.• Keeps up with industry news.• Trains call agents on new computer or telephone equipment as well as new products and services offered by the company.• Communicates any company policy and procedure changes to call agents.• Makes sure agents participate in continuing education to maintain any required certifications.• Maintains any certifications the company requires of supervisors through continuing education or advanced training.

• Assist in development and implementation of training program for Loss Prevention Associates• Supervise Loss Prevention Associates (Contractual and proprietary)• Assist in development and maintaining of departmental expense budget• Prevent, detect and deter losses and safety violations• Develops and presents monthly safety topics for associates and management• Maintain access systems • Installs internal cameras utilized in conducting investigations• Conducts interviews and interrogations• Coordinate duties of the Loss Prevention Representatives• Demonstrates ability to perform multiple on-going responsibilities• Maintains detailed and accurate records involving incidents, accidents and investigations

• Selected, trained, developed, supervised and evaluated loss prevention personnel within assigned location(s) emphasizing company standards of professionalism and safety.• Supervise 20 loss prevention personnel(detectives & retail door guards)• Communicated and insured compliance with state/local laws.• Effectively cross-trained associates in all areas of security.• Maintained and conducted store level shortage programs for associates.• Monitored the department's contribution to total store shortage reduction and prevention programs.• Conducted monthly department audits and communicated results with store executives during monthly shortage meetings.• Investigated evidence of unlawful activity or activity contrary to policy or procedure relating to the security of company assets.• Strategically installed and maintained covert cameras for internal investigations.• Conducted internal investigations and interviews on dishonest associates.• Maintained awareness of conditions presenting risk to the safety and security of our customers and associates.

• Selected, trained, developed, supervised and evaluated loss prevention personnel within assigned location(s) emphasizing company standards of professionalism and safety.• Communicated and insured compliance with state/local laws.• Effectively cross-trained associates in all areas of security.• Monitored the department's contribution to total store shortage reduction and prevention programs.• Investigated evidence of unlawful activity or activity contrary to policy or procedure relating to the security of company assets.• Conducted internal investigations and interviews on dishonest associates.• Prepared budgets for areas of responsibility, reporting all variances to regional security director.• Maintained awareness of conditions presenting risk to the safety and security of our customers and associates.