Customer Care Team Supervisor

2 weeks ago

Nashville, Tennessee, United States Genesco Full time
Position Overview

The primary objective of this role is to deliver exceptional and effective customer support to Genesco clients by overseeing frontline interactions while managing a team of customer service representatives.

Key Responsibilities
  • Engage with customers via phone, email, or chat, dedicating approximately 60% of your weekly hours to direct customer interactions.
  • Allocate 40% of your weekly time to supervising team performance and ensuring service excellence.
  • Assist the management in the daily operations of the customer service center, focusing on staff training, development, maintaining service standards, and employee recognition.
  • Directly oversee a designated group within the customer service center.
  • Monitor team activities to ensure adherence to established procedures and that accurate information is delivered in a professional and courteous manner.
  • Help resolve escalated customer service issues effectively.
  • Provide timely coaching, guidance, and support to team members.
  • Conduct one-on-one training sessions and mentor newly onboarded customer service agents.
  • Maintain an extensive understanding of company policies, procedures, and product offerings.
  • Propose ideas aimed at enhancing efficiency and service quality for both internal and external stakeholders.
  • Perform additional tasks as required.
Qualifications
  • A Bachelor's Degree is preferred but not mandatory.
  • Minimum of 2 years of experience in customer service or sales within a contact center environment.
  • Prior experience in a supervisory role is advantageous.
  • Proficient in relevant computer applications, such as Word and Excel, with a strong ability to learn new software related to the team lead position.
  • Capability to swiftly acquire knowledge of new software and applications.
  • Availability to work Monday through Friday between 7:00 AM and 7:00 PM, with a requirement to supervise the customer service team during one Saturday shift each month. Working hours may vary based on business requirements.

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