Job Summary

The primary function of a Store Support Supervisor Manager is to assist the assigned division in executing and maintaining consistency of all guest support functions within the division in accordance with Company Policy and expectations.

The Store Support Supervisor Manager regularly communicates with stores and various corporate departments.

Who We Are

At Bob’s, we have fun, we love what we do, and it shows in our expansive growth! Bob’s Discount Furniture is more than just a furniture store.

We are one of the fastest growing omni-channel furniture retailers in the country with 165 stores in 24 states.

How We Will Support You

At Bob’s we understand there are many companies you can choose to work for, so, along with exceptional opportunities for career growth we offer a fun team-oriented work environment and great benefits! Let us tell you more.

Benefits & Perks- We’ve got you covered! We believe in supporting our employees and their families in the best ways possible is a top priority.

We focus on three core wellness pillars : Emotional, Physical and Financial. Below are just some of the benefits that we offer :

Feeling under the weather, we’ve got you covered! We offer Nationally provided Medical, Dental and Vision Insurance

Paid Vacation, Personal Days, Sick Days, Holidays, work anniversary and your Birthday! After all, your birthday should be a holiday

401(k) Profit Sharing Plan with a Generous Company match!

Pet Insurance to help keep your furry friends happy and healthy

Life insurance Employer-paid basic Life Insurance, with the option to add Voluntary Life Insurance as well!

Financial Planning, Voluntary Legal Benefits and Wellness Plans

We already offer value priced furniture, but on top of that we offer a Generous Employee Discount starting on your 1st day!

Additional Employee Discounts through the Hays Perks discount program offering hundreds of online discounts from your favorite merchants.

And so much more!

Culture and Core Values- At Bob's we have a set of core values that shape the decisions we make every day and help define our company culture.

These values comprise what we call "The Bob's Way." Honesty, Integrity, Transparency, Community, Safety, Diversity, Accountability and Fun.

DIVERSITY IS A CORE VALUE AT BOB’S

At Bob’s Discount Furniture, we want you to feel at home. Whether you’re shopping with us or a part of the Bob’s team, we want you to know that you are valued, appreciated, and free to be who you are.

We are committed to creating a place as diverse as the communities we serve.

Learn and Grow- We believe in developing our team members and helping them grow both personally and professionally! We promote Professional Development : In-person, virtually and offer an infinite library of on-demand classes in Workday Learning.

We also offer Tuition Reimbursement as well as the BDF Education Foundation Scholarship Program open to employees and their dependents.

Want to grow at Bob’s professionally? We look to promote from within our organization by having robust succession planning in place to ensure that our team members have the opportunity to advance their careers.

Responsibilities

Responsible for the day-to-day supervision of a team of remote Guest Support associates.

Responsible for creating and managing remote associate schedules and ensuring adherence to company attendance policy.

Effectively documents interaction with remote team members, maintaining their associate file accordingly.

Conduct touch-point meetings with the Guest Support associates in the division to support development and improvement in the guest support department performance.

Writes and delivers performance evaluations, and progressive discipline documents.

Coaches remote team members to achieve continued growth and development, considering requirements for potential future advancement, through coaching and development.

Tracks progress in clerical and procedural performance.

Maintains and displays a comprehensive knowledge of department and company practices and policies. Consistently ensures customer satisfaction levels are in line with corporate philosophy and goals, ensuring that goals are attained.

Consistently collaborates with colleagues and Store Managers in assessing, developing, and implementing department project plans and procedures.

Responsible for knowledge and expertise in utilizing technology and software used by the Company.

Duties may include but are not limited to; training individual agents and / or assisting training classes as needed; conducting Quality Assurance monitoring and scoring and delivering timely feedback.

Responsible for collecting and analyzing call-center statistics.

Accurately and honestly represent all company policies, products, and services, to help the division reach quantitative goals the BOB’S WAY , bringing his her positive image and energy into all situations.

Ensure that the Bob’s Guest experience is consistent and aligned with the company’s core values.

Take a lead role in assisting with the solutioning of any delivery and / or guest escalation issues within the division.

Responsible for coaching customer experience etiquette across all Bob’s guest communication platforms and providing outstanding guest support.

Facilitate communication between home Office departments and the stores in the assigned division.

Provide feedback to Store Operations on any concerns / issues out in the field.

Support Guest Support team members throughout the division by offering guidance and education based on individual store needs and opportunities as identified.

Ensure all monthly goal setting and development activities are completed per company standard for all Guest Support team members.

Assist with the rollout out of any new focus topics, releases, and initiatives in your division.

Participate during the Regional Director’s weekly call and provide updates to the stores within your division.

Assist in the training and development of new Guest Support team members.

Support compliance of all Guest Support metrics to include, but not limited to, cash management, paperwork filing and retention, and policy adherence.

Manage all aspects of the Central Store Phone Queue in the assigned division.

Ensure the divisions Guest Support team members are meeting and exceeding company expectations for all critical key performance indicators including schedule compliance, service standards, and customer experience standards.

Create the Central Phone Queue schedules and manage compliance to these schedules in the division.

Listen to live calls in the Central Phone Queue to monitor performance of each Guest Support team member in the division and provide feedback to ensure all interactions meet and exceed company expectations.

Manage the Quality Assurance program in your division regularly reporting on performance and developing plans to address areas that are not meeting expectations.

Execute against all ad hoc order management projects and coordinate the execution of all open order management activities in the division.

Responsible for actively managing and ensuring controls are in place to manage bad debt for the division.

Performs other duties and participates in special projects as required.

Required Qualifications

Ability to hire, coach and manage employees remotely.

Ability to effectively use technology and learn new technologies.

Effective interpersonal skills and the ability to coach and mentor.

Effective leadership skills

Extensive knowledge of Bob’s policy and procedures

Ability to manage one’s time and the time of others.

Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities.

Ability to make sound decisions within and outside of established policies.

Proven analytical and problem-solving skills.

Effective written and verbal communication skills

Preferred Qualifications

Associate degree or equivalent

3 years people management experience

Strong leadership and coaching experience.

Proven ability to multi-task and apply knowledge of various job responsibilities effectively.

Advanced proficiency with logistics or systems-based technology

Comprehensive knowledge of Microsoft programs.

Organized, reliable and results-driven professional.

Outstanding communication and interpersonal skills

Physical Requirements

Ability to sit and complete desk or phone work.

Ability to hold a tablet and read and interact with a tablet screen.

Able to sit, walk, stand, bend, stoop, kneel, reach, twist, push, pull, climb, balance, crouch, push and handle and move items weighing up to 50 pounds without assistance throughout the scheduled shift.

Last updated : 2024-05-03