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