CX Support Team Lead
LOCATION: Onsite
REPORTS TO: Inbound Call Center Manager
TYPE: Hourly, Non-Exempt
DEPARTMENT: Customer Service
Generation Tux is currently looking for management-quality team members to join our Customer Experience division. Applicants should be reliable, hard-working, detail-oriented, and able to problem-solve. A typical day includes regular contact with team members for the development and support of their work. We strive to have a strong corporate culture that stresses communication and high-level execution.
EXPECTATIONS
- Responsible for maintaining a high level of professionalism and working to establish a positive rapport
- Supervise service-oriented telephone, email, and chat support operations
- Supervise staff performance and effectiveness using call center best practice metrics
- Assist in the resolution of escalated customer situations - be the final point for customer escalations
- Subject matter expert in areas of fit and style as related to men’s formalwear
- 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