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Team Manager Customer Contact Center - RalphLauren.com | 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.
Summary:
This position is focused on coaching and developing our Contact Center
associates. Our goal is to achieve department performance metrics that
elevate our brand and ensure 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 and
e-mail
- Develop, document, and review action plans with associates for
maintaining and improving performance
- Document and deliver corrective action, when necessary, in a timely
manner
- Complete goal setting and performance reviews for each individual on
team
- Provide on-going technical and soft skills training to enhance
associates' skills
- Integrate and elevate the Ralph Lauren Brand, INSPIRED culture and
customer focus
- Utilize ACD queue monitoring tools to organize and assign workload to
ensure inbound calls, outbound contacts, and emails are handled within
the appropriate service levels
- Review agent reports for team to identify areas of opportunity
- Interface well with other leaders and departments to address company
needs and perpetuate desired branded experience
- Evaluate customer issues to ensure timely responses in an appropriate
manner
- Maintain administrative records
- Maintain consistent quality communication with team, peers and manager
- Communicate 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
- Actively lead or participate in project work as assigned
Knowledge, Skills and Abilities:
- College degree or equivalent experience with high school education
- 2 or more years demonstrated experience leading the daily operations
in an inbound Customer 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 contact 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
- Ability to motivate, coach, and develop talent within the Contact
Center
- Experience as a trainer or exposure to training delivery concepts is
preferred
- Excellent written and verbal communication skills; demonstrated ability to respond to both internal and external customer emails appropriately
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/22054696
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