** Team Lead, Customer Care- HYBRID**

*Share by Email* **The Ideal Candidate**

As the Team Lead, Customer Care, you will be responsible for providing quality and efficient customer service to Johnston & Murphy customers by handling front line interactions, as well as leading a team of contact center agents.

**How You Will Make an Impact**

* Assists customers through phone, email, or chat approx. 75% of weekly schedule

* 25% of weekly schedule dedicated to managing team performance

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

* Responsible for directly managing an assigned group within the call center

* 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

* 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, products

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

* Other duties as assigned

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

* Bachelors Degree is preferred but not required

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

* 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.

* Ability to quickly learn new software and applications.

* Excellent verbal and written communication skills.

* Ability to effectively perform in a fast paced, deadline oriented work environment.

* Lead by example with exceptional interpersonal skills and brand representation.

**Hours:** Monday Friday between the hours of 7:00am and 9:00pm. Required to supervise the call center team during one Saturday shift of 8:00am 5:00pm each month. Hours may fluctuate based on business need.

**Please note that this is not a remote opportunity.Hybrid Schedule (3 days at home, 2 days in office) available AFTER 60 days.**

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