24 days old

Success Leader / Manager (Fashion and Beauty)

VIPdesk Connect
Piscataway, New Jersey 22314
  • Job Code
    CH 285
  • Job Type
    Employee
  • Job Status
    Full Time
  • Shift
    1st Shift

The Success Leader is responsible for day-to-day coaching and leadership for a team of Elite Brand Ambassadors, providing daily support in the form of sharing best practices and coaching. (Elite Brand Ambassadors are customer service professionals dedicated exclusively to the Chanel customer care program.) Success Leaders function as a team and work to develop team members and foster team member engagement. Additionally, the Success Leaders collectively act as the “voice” of CHANEL, proactively providing opportunities for process improvements and program changes. The Success Leaders also assist the Operations Manager with client interaction and management functions as necessary.

The Success Leaders are responsible for providing coaching including:  motivating, recognizing and rewarding, guidance, training, quality and SLA monitoring and problem-solving. The Success Leaders serve as experts in specific program areas and serve as a resource for the Elite Brand Ambassadors. The Success Leaders also handle escalation calls on an as necessary basis, serving as back-up to the Escalation Team. This position is responsible for 4 key areas: 1) Coaching, 2) Quality, 3) Expertise and 4) Operations Administration.

Who We Are

At VIPdesk, we believe brand loyalty is built with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading edge our technology is, it will never replace the power of the one-to-one connection. It’s why we’ve built a culture that cares. It’s why our team knows how to connect with customers, human to human.

At VIPdesk, we believe in creating a supportive workplace where we listen to one another, where all feel comfortable sharing ideas, where we work together to achieve our goals and share in the celebration of our successes. We believe that positive energy leads to team member innovation, creativity, and above all, happiness.

Essential Responsibilities include the following (but are not limited to):

Coaching (30%):

  • Directly responsible for leading, coaching, and engaging a team of Elite Brand Ambassadors
  • Facilitates weekly team meetings providing updates to ensure effective communication and that all team members have the most current and pertinent program and company information available
  • Ensures team members understand program performance expectations and can meet or exceed performance standards
  • Works to ensure the team understands program procedures, adheres to attendance, AHT, metrics, credit performance and other metrics as defined
  • Responds to and resolves team member concerns
  • Promotes a culture of transparency, open communication, and active engagement in creative ways
  • Delivers exceptional customer service to team members, clients, and customers through a positive attitude

Quality (30%):

  • Actively participates in the Quality Program by providing at least 2 quality scores per Elite Brand Ambassador per month
  • Conducts weekly live listening and provides immediate feedback and coaching
  • Facilitates refresher training as necessary
  • Provides appropriate coaching, counseling, direction, and resolution for team members experiencing challenges
  • Participates in calibrations sessions and efforts to support continuous improvement

Expertise (20%):

  • Serves as an expert resource for specific program areas and/or skills
  • In partnership with the Operations Management Team and the client, acts as the “voice” of CHANEL, proactively providing opportunities for process improvements and program changes
  • Attends CHANEL trainings in person and/or online
  • Participates in company leadership and coaching training
  • Actively participates in VIPdesk Connect corporate meetings, assisting with the dissemination of information
  • Participates in delivering training for team members

Operations Administration (20%):

  • Serve as back-up to the Escalations Team
  • Conducts SLA monitoring, tracks key performance metrics, analysis, and procedure adherence
  • Monitors customer interaction communications during MOD shifts to ensure Client program requirements are being met or exceeded
  • Provides approval for payroll
  • Ensures adherence to all policies and procedures and addresses disciplinary and/or performance issues according to company policy
  • Prepares reports for management
  • Participates in final stage of the interview process for new Elite Brand Ambassadors
  • Establishes work procedures and processes supporting the company and client standards, procedures, and strategic directives
  • Covers WFM monitoring shifts as needed to ensure workforce staffing levels and SLA adherence
  • Completes special projects and/or other tasks as assigned

Requirements

Qualifications:

  • High School Diploma or equivalent required, college or advanced education preferred
  • 3-5 years of direct service delivery experience to end customers preferred
  • Leadership experience within the contact center industry and/or hospitality industry
  • Computer skills including strong ability to navigate the Internet and strong knowledge of Microsoft Office programs
  • Excellent verbal and written communication skills
  • Ability to work under pressure, meet deadlines, and juggle and manage multiple projects and priorities while maintaining a professional demeanor
  • Ability to motivate and evaluate a team, showing ability and willingness to provide constructive and timely feedback
  • Analytical and problem-solving skills
  • Ability to determine innovative opportunities and solutions for program improvement
  • Experience in troubleshooting system problems and contributing to major projects is preferred
  • Self-starter; able to work and meet deadlines
  • Superior level of discretion and experience in handling confidential information
  • Ability to maintain a flexible work schedule that meets program needs
  • Ability to travel for trainings as needed
  • Able to successfully pass a credit, criminal, and employment reference security check





VIPdesk Connect is proud to be an equal opportunity employer, M/F/D/V 

Posted: 2020-06-16 Expires: 2020-07-17
Sponsored by:
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Sponsored by:
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Success Leader / Manager (Fashion and Beauty)

VIPdesk Connect
Piscataway, New Jersey 22314

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