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Team Manager Customer Contact Center | Ralph Lauren.com | High Point, NC
Polo Ralph Lauren Corporation is a leader in the design, marketing and
distribution of premium lifestyle products in four categories: Apparel,
home, accessories and fragrances. For more than 40 years, Polo's
reputation and distinctive image have been consistently developed across
an expanding number of products, brands and international markets.
Purpose and Scope:
This position is focused on monitoring, coaching, day to day management
of the business and developing associates to achieve department metrics
and ensure that legendary customer service is maintained at all times.
Responsibilities and typical activities for this position will include,
but are not limited to the following:
- Monitor, coach and provide feedback on associate performance to support
their development on all types of contacts including phone, e-mail, fax,
etc
- Develop, document, and review action plans with associates for
maintaining and improving performance
- Maintain administrative records
- Document and deliver corrective action, when necessary, in a timely
manner
- Completes goal setting and performance reviews for each individual on
team
- Support the Contact Center by responding to associate inquiries and
questions, escalated issues and technology issues
- Provide on-going technical and soft skills training to enhance
associates' skills
- Integrate the Polo Ralph Lauren Brand, culture, customer focus and
behaviors
- Monitor ACD queue monitoring tools. Organize and assign workloads to
ensure inbound calls, outbound contacts, and emails are handled within
the appropriate service levels
- Review agent reports and identify areas of opportunity
- Interface well with other leaders and departments to address company
needs and perpetuate desired branded experience
- Displays excellent time management skills and the ability to meet
required deadlines
- Collaborates with team members by sharing knowledge, learning and
building consensus
- Evaluate customer issues to ensure timely responses in an appropriate
manner
- Maintain consistent quality communication with team, peers and manager
- Communicates effectively and regularly through meetings, feedback
sessions and written communication to ensure two-way communication of
information regarding company and departmental news, policies and
procedures, employee feedback, and ideas/recommendations
- Participate in calibration sessions to ensure consistency with
departmental standards for quality assurance
- Provide department status reports to the department and company
- Participate and/or lead projects and tasks as identified or assigned
Knowledge, Skills and Abilities:
- Ability to work varied hours as business needs change
- College degree or equivalent experience with high school education
- 1-3 years demonstrated experience as a Team Manager or Supervisor in
leading the daily operations in an incoming Customer Service Contact
Center
- Demonstrated experience in the business processes and procedures
associated with e-commerce and multi-channel customer access channels
- Experience with luxury, fashion, apparel industries, preferred
- Experience and knowledge of internet retailing and customer
interactions within a web-store environment
- Knowledge of call center tools including the following system types:
order entry and processing, email management, quality monitoring, CMS,
workforce management, etc.
- Ability to analyze issues and quickly identify the best resolution for
the situation
- Proficient in Excel, Word, Outlook and PowerPoint
- Strong problem solving and decision making skills
- Demonstrates strong interpersonal skills with the ability to motivate
and resolve / manage associate relations issues
- Demonstrates adaptability and flexibility while working within a
fast-paced, ever changing environment
- Demonstrated ability to respond to both internal and external customer
emails appropriately
- Maintaining sound judgment and confidentiality is a must
- Must Pass a Color Deficiency Test
Work Conditions:
- Ability to work varied hours as business needs change
- Dexterity of hands and fingers to operate a computer keyboard, mouse
- Ability to sit, stand and walk for extended periods of time
Polo Ralph Lauren is an equal opportunity employer. We offer dynamic
career opportunities with growth potential and a generous company
discount
To apply for this position, please copy and paste the following link
into your browser address bar:
http://poloralphlauren.contacthr.com/16595411
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