Supervisor, Customer Engagement (GA or FL) - Winder, GA

Recruiter
Chico's
Location
Winder, Georgia, United States
Posted
21 Jan 2022
Closes
22 Feb 2022
Ref
8767
Function
Marketing
Level
Manager
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.

2pm-11pm - Days TBD

Position Objective



This position is responsible for the overall supervision of Contact Center email/chat/phone associates. Maintain the effectiveness and efficiency of Contact Center email/chat/phone team to deliver a high level of customer satisfaction and profitability to the organization. Supports the training and development initiatives to ensure motivated staff and a positive and productive work environment. 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.


Education


High School Diploma or GED


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


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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