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    Team Lead- Customer Care - Nashville, United States - Genesco

    Genesco
    Genesco Nashville, United States

    1 week ago

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    Description

    ** Team Lead- Customer Care (Johnston & Murphy)**

    **Job Category****:** J&M People Leader **Requisition Number****:** TEAML01254 Showing 1 location **Job Details**

    **Description**

    **The Ideal Candidate**

    As the Team Lead, you will be responsible for providing quality and efficient customer service to Johnston & Murphy customers by handling back-end processes and leading a team of contact center agents.

    **How You Will Make an Impact**

    Lead contact center support team to completion goals

    25% Directly managing and coaching team

    75% Assisting with direct support daily tasks.

    Assists the manager with daily operation of the call center to include staff development, training, maintaining service levels and recognition.

    Assists with maintaining back-end process and procedure documentation.

    Provide coaching, advice, and guidance in a timely manner to associates.

    One on one trains and mentors newly hired call center agents

    Maintains a comprehensive working knowledge of policies, procedures, and products.

    Funnel up ideas that can improve efficiency and service to both internal and external customers.

    Monitor team to ensure correct processes are followed and accurate information is provided professionally, courteously and consistently.

    Assist with the resolution of customer service escalated issues.

    Other duties as assigned.

    **Experience and Skills You'll Need to Have**

    Bachelors degree preferred but not required

    2+ years of customer service or sales experience in a contact center setting

    Previous administrative experience preferred

    Previous supervisory experience preferred

    Adept at all applicable computer software, i.e., Word & Excel. Strong aptitude to learn new computer programs related to team lead role

    Excellent verbal and written communication skills

    Ability to lead and motivate a team

    Ability to effectively multi-task

    Hours: Monday Friday between the hours of 7:00am and 7:00pm. Required to supervise the call center team for one Saturday shift of 9:00am 2:00pm each month. Hours may fluctuate based on business needs.

    #LI-CC1

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

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