** 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.

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