Supervisor, Customer Engagement Chico's - Hours 2pm-11pm - Winder, GA

With approximately 1,300 boutiques and outlets throughout the U.S., as well as an online presence for each of our brands, it takes sophisticated technology, resources and infrastructure to ensure the continued success of our businesses. From finance and accounting to technology and merchandising careers, we have diverse opportunities available for talented professionals to join our team of nearly 16,000 associates who share our commitment to excellence.

Chico's Call Center
Supervisor, Customer Engagement
Hours are 2pm-11pm. Days TBD

Position Objective

This position isresponsible for the overall supervision of Contact Center email/chat/phoneassociates. Maintain the effectiveness and efficiency of Contact Centeremail/chat/phone team to deliver a high level of customer satisfaction andprofitability to the organization. Supports the training and developmentinitiatives to ensure motivated staff and a positive and productive workenvironment. Supports and reinforces company policies, procedures, and values.

Functional Responsibilities

• Monitors agent performance to ensure quality and productivity standards.
• Provides coaching and on-the-job training to improve performance.
• Implements and executes departmental programs and play a key role in staffing
• Identifies and addresses individual and group training needs.
• Provides guidance to team members when responding to changing business
• Prepares and performs, in partnership with Contact Center management, associate performance appraisals.
• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and associate satisfaction. Identifies the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.
• Promotes a supportive environment in which associates are encouraged to solve problems and address customer issues.
• Handles escalated customer issues.
• Communicates personal and team customer service and sales goals.
• Identifies critical Contact Center issues and report them to the Customer Service/Sales Manager.
• Other miscellaneous duties as assigned.
• Values individuality and the diverse talents of the team. Leads the team by communicating expectations, providing guidance, delivering feedback, and empowering the team to be their best.

Required Qualifications

• 2+ years supervising staff, preferably in a contact center
• Proven success at leading, supervising, and motivating others
• Excellent verbal and written communication skills
• Strong interpersonal and relationship building skills
• Strong computer proficiency in Microsoft Office products

Preferred Qualifications

• 1 - 3 years retail customer service experience in apparel
• Some college preferred or equivalent combination of education and business
• experience
• Supervisory experience in a Contact Center environment

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Chico's FAS, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, childbirth and related medical conditions, lactation, genetic information, gender, sexual orientation, gender identity or expression, military service, veteran status, or any other category protected under federal, state, or local law.

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