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Team Lead, Customer Care- Johnston

2 months ago

Nashville, United States Genesco Full time

Job Summary

To provide quality and efficient customer service to J&M customers by handling front line interactions as well as, leading a team of contact center agents.

Job Responsibilities Assists customers through phone, email, or chat approx. 60% of weekly schedule 40% of weekly schedule dedicated to managing team performance Assists the manager with daily operation of the call center to include staff development, training, maintaining service levels and recognition. Responsible for directly managing an assigned group within the call center Monitor team to ensure correct processes are followed and accurate information is provided professionally, courteously and consistently. Assist with the resolution of customer service escalated issues Provide coaching, advice, and guidance in a timely manner to associates. One on one trains and mentors newly hired call center agents Maintains a comprehensive working knowledge of policies, procedures, products Funnel up ideas that can improve efficiency and service to both internal and external customers. Other duties as assigned

Job Requirements Bachelor's Degree is preferred but not required 2+ years of customer service or sales experience in a contact center setting Previous supervisory experience preferred Adapt at all applicable computer software, i.e., Word & Excel. Strong aptitude to learn new computer programs related to team lead role. Ability to quickly learn new software and applications. Hours: Monday - Friday between the hours of 7:00am and 7:00pm. Required to supervise the call center team during one Saturday shift of 9:00am - 2:00pm each month. Hours may fluctuate based on business need.

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