Customer Care Lead 9/19/2016
JOB DESCRIPTIONAPPLY City
Job Duties, Responsibilities and Requirements
To be the customer advocate by partnering with the Call Center Management team and leading the teams to improve the overall experience for the customer. To ensure all customers, a positive experience through the administration of service performance standards and metrics to secure Deckers Brands as the best footwear company.
DUTIES AND RESPONSIBILITIE S:
Manage and lead a team of Call Center employees and their daily activities, including recruitment, coaching, mentoring, training, and performance management utilizing the Deckers Values.
Perform quality sampling reviews on team and provide constructive feedback on monitored calls.
Coach and develop Call Center employees to meet and exceed Deckers Brands Call Center objectives and other developmental areas as identified.
Track and report on productivity measures, ensuring all employees are meeting standards.
Prepare/present employee performance reviews during annual review process.
Assist in the management of call flow.
Coach employees in handling of escalated calls and conflict management.
Take calls as needed to assist in meeting service level standards.
Coach and manage team on company policies and procedures including attendance policies and corrective action procedures.
Comply with all HR policies and procedures, federal, state, and local laws.
Attract,retain, develop, and inspire co-workers by realizing the company strategic objective to become the best retailer to work for.
Contribute to the development, implementation and evaluation of the Call Center Strategic Plan
Initiate development activities to secure customers meet friendly, helpful and knowledgeable employees.
Partner with managers and coworkers to influence and support overall positive working environment; to include actions to secure a positive shopping experience inline with established customer service standards and a sense of urgency in addressing customer service issues.
Perform leadership actions/activities, such as manager on duty shifts, open and close functions, and team meetings as required.
Create an environment where the Deckers Culture is a strong and living reality that embraces the diversity of employees and customers.
Ensure that the call center team maintains a safe, clean, and orderly area.
Other duties as assigned.
Education & Experience
2 yrs Call
Center experience preferred
Excellent communication and problem solving skills
Writing proficiency skills
Excellent team-building and interpersonal skills
Service selling experience
Ability to work effectively in fast-paced, high-volume
Interest in Footwear
knowledge and learning
and desire to understand the Deckers business and customer needs and influence
improvement of the business
desire to ensure a safe, profitable, and efficient environment for coworkers
share your knowledge and learning and collaborate with others while acting as a
culture and values ambassador
and evaluate training programs
skills gaps and evaluate the effectiveness of additional training
business relationships at all levels in the organization
dynamic, action oriented team player that is self-motivated and confident in
making independent decisions with the ability to influence and act
interpersonal, communications, analytical, problem solving, and organizational
skills with a highly developed service focus.
problem solving skills in conjunction with Decker's core values
Fluent in English (written and verbal skills)