Customer Service Supervisor

Customer Service Lead

Highly regarded organization in greater Philadelphia is seeking a Customer Service Lead for a possible temporary opportunity. This role is on-site and will begin immediately.

Responsibilities include:

• Collaborate with the marketing team to analyze and develop promotions aimed at increasing overall sales and channel volume.
• Collaborate with cross functional departments on DTC customer service programs
• Develop and mentor the team to enhance the call center's performance and deliver best in class customer service experience
• Lead the team in providing responses through SMS, chat, email, and phone
• Assist in training, workforce management, and budget management for the team.
• Maintain optimal performance and sales levels while consistently adhering to Lenox's highest quality standards.
• Support the customer service process and communicate with both the Lenox team and end consumers in a professional manner.
• Track and analyze Call Center performance against service goals/metrics; provide regular reports to management and business unit customers regarding performance relative to goals, along with recommended actions.
• Establish and ensure compliance with standard practices and processes in the call center; be responsible for implementing best operational practices and process improvements.
• Prepare team reports and analyze performance statistics.
• Build a team environment through regular contact, training, communication, and meetings with staff and team members.
• Act as the point of contact for escalated customer issues, ensuring resolution to customer satisfaction.
• Hold all employees accountable for achieving stated goals, administering corrective action via performance plans when goals are not met, and providing timely recognition when goals are achieved.
• Perform other duties as assigned.

Must requirements include:

• A minimum of 5-7 years of previous supervisory or management experience.
• Ability to work flexible hours as needed, including days, evenings, rotating Saturdays and weekends, holidays, and additional hours when required.
• Strong interpersonal, writing, and problem-solving skills.
• Capability to lead and coach multiple teams while handling various issues simultaneously.
• Ability to promote teamwork and foster high employee morale.
• Strong listening skills.