Summary
Lead and develop front-line ambassadors in the Client Relations Center to deliver a seamless omnichannel client experience across phone email and chat. Oversee daily operations support service excellence act as an escalation point and partner with Training eCommerce and Leadership to improve processes and team performance.
Responsibilities
- Supervise day to day contact volume across phone email and chat
- Provide hands on support and guidance for escalated or sensitive client situations
- Perform regular quality assurance of emails and calls and identify coaching opportunities
- Analyze performance data to identify trends client pain points and optimization areas
- Deliver real time coaching contribute to trainings and quarterly team meetings
- Monitor team performance KPI dashboards and workflow compliance
- Assist in hiring onboarding and mentoring new team members
- Support special projects operational priorities and jump into the queue when needed
Requirements
- Minimum 3 years of client service or contact center experience preferably in a luxury or high touch setting
- Proven ability to guide others exercise sound judgment and prioritize in a fast paced environment
- Excellent verbal and written communication skills
- Proficiency in Microsoft Office including Excel Word and PowerPoint
- Flexible weekend availability to meet business needs
- Ability to serve as an escalation point and make decisions related to customer experience
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