Contact Center Supervisor (Hybrid) (Architecture)
At Lands' End, we are on a mission to create a more comfortable world. We care about our employees, our community, and our planet. People are the heart of our company, and our doors are open to everyone. We are committed to creating a welcoming, safe, and inclusive environment for all. Our strength in work and life comes from the combination of our experiences, backgrounds, and talents. It's what we do as people that makes Lands' End a great place to work.
This opportunity supports the B2B Lands' End Outfitters Division. As a Contact Center Supervisor, you will lead, develop, and motivate your staff to deliver exceptional customer service and attain optimum department efficiency. You will display a passion for the brand, executing strategies that will enhance customer experience and positively impact contact center metrics.
- Location: Dodgeville, WI or Stevens Point, WI Contact Center
- Reports To: Contact Center Director
- Hybrid - 1 day per week onsite minimum
- Schedule: Monday - Friday, 8am to 5pm CT
Successful candidates should have the following knowledge, skills and abilities:
Metrics Management:
- Ability to identify behaviors that influence contact center metrics including quality of customer interactions, service level, and productivity.
- Implement strategies to improve and maintain key performance indicators.
Continuous Improvement:
- Catalyst for continuous improvement by identifying and championing new ideas, approaches and/or opportunities.
- Implement processes to enhance customer experience and operational efficiency.
Hybrid Work Leadership:
- Experience actively engaging employees in a hybrid work environment.
- Facilitate activities to generate and maintain motivation and enthusiasm among team members.
Staff Development:
- Ability to develop staff through coaching, providing performance feedback and effective performance reviews, and establishing development plans.
- Foster a positive and growth-oriented work environment.
Communication Skills
- Strong interpersonal, written and verbal communication skills.
- Demonstrated critical thinking skills to navigate escalated customer issues and bring them to resolution.
Leadership Experience:
- Minimum three years of demonstrated success in a leadership position.
- Previous experience in a call center environment is preferred.
- Bachelor's degree or commensurate work experience preferred
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Customer Service & Contact Center Operations
