Team Leader, Customer Care

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A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Team Leader, Coach Customer Care

Jacksonville, Florida

Primary Purpose:

The Customer Care Team Leader is responsible for effectively leading a team of call center associates. Primary responsibilities include coaching and motivating call center associates to meet the individual, team, and departmental goals.

This position will report to the Senior Manager, Coach Customer Care.

Available Schedules:

(2) Tues-Friday (10a-7p), Saturday(10a-7p)

Monday-Friday (1p-10p)

The successful individual will leverage their proficiency to...

• Provide daily leadership to ensure productivity, quality, and sales objects are met
• Hire and onboard new Call Center associates
• Supervise staff of up to 20 associates and other staff as assigned
• Maintain Quality Assurance expectations by reviewing and evaluating associate contacts, conducting individual coaching sessions, analyzing reports and reacting to trends
• Create and deliver Performance Development and Coaching Plans
• Manage contact volume queues to ensure proper staffing levels
• Work closely with the Training Manager to identify training opportunities and recommend solutions to improve performance.
• Perform attendance management and monitor timekeeping to ensure accuracy of associate's pay
• Effectively address escalated customer inquires
• Perform additional duties as assigned.

The individual will possess...

• Excellent verbal and written communication skills
• Effective presentation skills.
• Working knowledge of contact center operations, technologies, systems, and processes
• Ability to manage and direct team functions with little or no direct supervision.
• Strong prioritization and time management skills with the ability to delegate effectively.
• Analytical and problem-solving skills are required.
• Ability to be flexible and adapt to a constantly changing environment.
• Proven ability to work and communicate with all levels of the organization including cross-functional teams.
• Maintain schedule flexibility, including evening, weekend, and holiday hours as dictated by business needs.
• Proficient in Microsoft Office.

Our Competencies for All Employees

• Courage : Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity : Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy : Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others:Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams : Blends people into teams when needed; creates strong morale and spirit in theirteam; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. #LI-AS1 Visit Coach at www.coach.com.