Contact Center Team Leader

Purple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products, it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind “Career in Comfort” because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world — one mattress at a time.

Compensation

The compensation target for this role is: $51,000 - $60,000

Job Summary

The Contact Center Team Leader leads and manages a team of contact center agents. This may include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position has a shared responsibility with the entire leadership team to ensure contacts are answered within the established service levels, and that customer interactions are in line with department quality standards.

Job Description

Essential Duties & Responsibilities:

• Provides daily direction and communication to team, ensuring that customer service interactions are handled in a timely, efficient and knowledgeable manner.
• Tracks KPIs and provides statistical and performance feedback and coaching on a regular basis to each team member.
• Writes and administers regular performance reviews.
• Responds to and resolves employee relations issues expressed by team members.
• Coordinates with manager or director, or HR, to address disciplinary and/or performance issues and effectively administers improvement/development plans.
• Assists the senior leadership team with the daily operation of the contact center (including the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs).
• Establishes work procedures and processes that support the company and department standards, procedures and strategic directives. Works as a member/leader of special or ongoing projects (as needed).
• Conducts regular 1:1s, side-by-sides and team meetings.
• Assists the Training and QA department by reviewing QA scores and administering PWP call results. Participates in weekly calibration sessions.
• Participates in the selection process (interviewing, etc.) for potential employees.
  
  

Required Skills, Education, Experience

• High School Diploma or equivalent required. Bachelor’s Degree in related field preferred.
• High School Diploma or equivalent required
• Minimum two years formal leadership experience in a customer service or contact center setting.
• Five years overall experience in a contact center or customer service environment
• Experience with chat, email, and phones preferred.
• Retail background, order taking, and fulfillment a plus.
• Ability to create an inspiring team environment with an open communication culture.
• Experience with the following highly preferred
• NICE inContact
• Zendesk
• NetSuite
• Stella Connect
• Medallia
• Microsoft Suite
  

Physical Requirements

Physical activities may occasionally include:

• Remaining in stationary position, often standing, or sitting for prolonged periods of time.
• Adjusting or moving objects up to 15 pounds in all directions.
  
  

Physical Activities May Constantly Include

• Communicating with others to exchange information.
• Repetitive motions that may include the wrists, hands and/or fingers.
• Assessing the accuracy, neatness and thoroughness of work assigned.
  
  

Environmental Conditions May Occasionally Include

• Noisy open office environment
  
  

Benefits And Perks

• Medical, Dental, Vision
• 401(k) Match
• Flexible PTO
• Earn a Mattress
• Purple Swag
• Amazing Purple Products
  
  

WHY WORK AT PURPLE?

• Make your mark: We value innovative thinking. At Purple, you will be empowered to bring your ideas to life as we work together to improve people’s lives through comfort.
• Gain unique experience: Be a part of one of the fastest growing companies in Utah! The contributions you make will matter at Purple as the company continues to grow with you.
• Awesome culture: Join the tight-knit team at Purple and you can enjoy working alongside industry experts, making close friends, and annual employee appreciation events.
  
  

Purple provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.