Team Manager Customer Contact Center, RalphLauren.com

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, Ralph Lauren’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:



Monitor, coach and provide feedback on associate performance to support their development on all types of contacts including phone, e-mail, fax, etc
Develop action plans for maintaining and improving performance
Completes goal setting and performance reviews for each individual on team
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 ACD agent reports for teams and 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. Communicates 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.
Conduct calibration sessions with Sr. Manager and team managers to ensure consistency with departmental standards for quality assurance
Provide department status reports to the department and company


Keywords: Team Lead, Supervisor, Manager



Job Requirements:



College degree or equivalent experience with high school education
1-3 years demonstrated experience leading the daily operations in an incoming Contact Center Customer
Service department
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
Experience as a trainer or exposure to training delivery concepts is preferred


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 CLICK HERE