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Customer Service Team Lead

2 months ago

Detroit, Michigan, United States EssilorLuxottica Group Full time
Job Title: Customer Service Supervisor

Job Summary: We are seeking a highly skilled Customer Service Supervisor to join our team at EssilorLuxottica Group. As a key member of our customer service team, you will be responsible for leading a team of customer service agents, ensuring exceptional customer experience, and driving business results.

Key Responsibilities:
  • Team Leadership: Lead a team of customer service agents, providing guidance, coaching, and development opportunities to ensure high performance and customer satisfaction.
  • Quality and Customer Experience: Maintain high-quality service standards, ensuring that customer issues are resolved efficiently and effectively.
  • Process Improvement: Analyze and implement process improvements to enhance customer experience, reduce call volumes, and increase team productivity.
  • Performance Management: Develop and implement performance management plans, providing regular feedback and coaching to team members.
  • Collaboration and Communication: Collaborate with cross-functional teams, including training, business intelligence, and leadership, to drive business results and improve customer experience.
Requirements:
  • Education: Bachelor's degree or equivalent experience.
  • Experience: 3+ years of proven success in leading, managing, and inspiring teams or individuals.
  • Skills: Strong analytical and problem-solving skills, ability to form relationships and partnerships across multiple levels of management, and Microsoft Office Suite proficiency.
Preferred Qualifications:
  • Experience: 5+ years in a high-volume contact center, addressing customer questions or resolving customer issues.
  • Skills: Proven ability to successfully negotiate support processes, support tool requirements, services, and offerings.

What We Offer: Competitive salary, bonus, and commission plan, comprehensive benefits package, and opportunities for career growth and development.

EssilorLuxottica Group is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.