Leadership of Self and Others
- Coaches and develops team members, providing day to day direction and guidance to achieve work shift and/or work unit objectives
- May participate in the development of goals and objectives in alignment with the strategic plan
Service Delivery
- Responds to routine and/or non-routine service queries and gauges customer/guest needs and service satisfaction levels
- Exercises independent judgment within defined policies and procedures to solve basic issues
Relationships
- Develops working relationships with peer-level contacts across multiple departments
- Exchanges/records/reports routine information and responds to routine inquiries and issues
- May communicate requirements, evaluate service, and administer routine transactions with vendors/suppliers within existing external contracts
Problem Solving
- Resolves well-defined and routine issues and refers issues outside of established procedures to higher levels
- May document root causes of problems/issues
Continuous Improvement / Innovation
- Identifies and makes recommendations to improve staff productivity, processes, tools, and services
Decision Making
- Makes independent day-to -day decisions related to schedules and daily operations
- Follows established policies/procedures to analyze situations, data, and processes
- May administer work unit operating budget
Risk Management
- Responds to risks in accordance with established guidelines/procedures/ practices
- Risks associated with service delivery issues of low risk are contained with multiple checks/balances
- Requires minimal reactive risk management
Scope of Knowledge, Work & Experience
- Supervises daily operations and activities for a small to larger or complex support services team for a work unit
- Responsible for providing staff with day-to -day direction and tasks, in alignment with departmental procedures
- Typically requires 0-3 years of experience in a retail environment
