CX Support Team Lead

Responsibilities

• Maintain a high level of professionalism and establish a positive rapport
• Supervise service-oriented telephone, email, and chat support operations
• Supervise staff performance and effectiveness using call center best practice metrics
• Afford assistance in resolving escalated customer situations
• Act as a subject matter expert in areas of fit and style related to men’s formalwear
• Be a subject matter expert on customer service systems, workflows, and business rules
• Motivate, mentor, and coach staff, providing feedback and recommendations for continuous improvement
• Communicate effectively with departmental leadership and other stakeholders
• Hold staff accountable for delivering on expected work output – quantity and quality
• Schedule and monitor agent breaks
• Participate in phone screen and interview process – influence hiring decisions

Requirements

• Experience in a leadership role preferred (people or process management)
• 1+ year in customer service experience (retail, call center, other)
• Effective negotiation and persuasion skills
• Excellent verbal and written communication skills
• Ability to think “outside the box”
• Strong relationship-building and motivational skills
• Must be self-motivated, organized, and able to work independently to meet goals
• Technology and web-savvy
• Provide coaching feedback and analyze statistics
• Flexible schedule availability, including nights and weekends

Qualifications

Internal applicants should not be on corrective action

Skills

Not specified

Benefits

Not specified

Pay

Not specified

Schedule

Not specified