Customer Contact Center Lead - TEMP to PERM (Onsite) - Boston Proper

BOSTON PROPER

We hold our people, our customers, and our brand in the highest regard. Our people drive our businesses, so we strive to attract the best in our industry. They have different life experiences, educational and cultural backgrounds, but they share many things in common: a commitment to teamwork, to growing great brands, and to building a future full of possibilities.

At Boston Proper, we put our passion and expertise into everything we do. You'll find it in our commitment to unique designs and polished looks that help women feel as fearlessly feminine and as beautifully powerful as they are.

We are actively seeking a Customer Experience Lead for our Contact Center. In this role, as a Customer Experience Lead (CEL), you will be responsible for overseeing a team of Customer Service Representatives within the Customer Contact Center. You will also be instrumental in maintaining the highest standards of customer satisfaction and driving continuous enhancement in our customer service operations.

About You

You LOVE to talk and socialize, especially when it comes to clothes. Your dream job includes meeting new people and helping them feel powerful through fashion. You have exceptional active listening, verbal and written communication skills. You think connecting with people everywhere through technology is the coolest way to make friends and build relationships. You are known to friends and colleagues as "The Problem Solver". You are the one they go to calm any storm. Your demeanor is always professional, and you love to go the extra mile for people. In fact, they remember you for being lively, fun and super helpful. Your passion is digging into the details of everything, be it how products are made, how process can be improved and how companies grow.

Skills and Requirements:

• Must be 18 years of age or older.
• 2 years of multi-channel leadership in a customer contact center, overseeing a minimum team of 15 and using workforce management systems
• Data analyst or marketing data analyst experience (preferred)
• Proficiency with technology, computers, outlook and strong typing skills
• Excellent communication skills for interacting with peers, company leaders, and external customers
• Ability to research and identify subsequent issues, problem solver, investigative
• Must be able to work in high pressure, stressful situations
• Positive, can-do attitude
• Must be available to work holidays, weekends and occasional overtime based on business needs

Responsibilities:

• Conduct weekly 1:1's with associates, and hold regular huddles as a group.
• Monitor queues, keeping aware of customer talk, hold and wrap times and abandonment rates.
• Communicate with management when wait times or abandonment rates are negatively impacting customer experience.
• Handle calls escalated from associates to a supervisor, remaining calm with angry and unhappy customers and turning the encounter into a positive interaction
• Meet with management to review teams' performance and provide feedback on process or customer challenges.
• Spend several hours per month personally handling email and phone communication with customers.
• Act as training expert to develop curriculum that reflects Contact Center needs and address any shortcomings.

Company Perks:

• 401k with company match
• Competitive Medical, Dental, Vision and Life/ADD Insurance
• Flexible and generous Paid Time Off policy
• Merchandise Discount
• Company Bonus
• Pet Insurance
• Boston Proper Values
• Team loves to work hard and have fun
• And More!