Journeys - Nashville, TN

posted 4 months ago

Full-time - Entry Level
Nashville, TN
Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

As a Multimedia Call Center Team Lead at Journeys, you will play a pivotal role in overseeing the performance of your team to ensure that service goals are not only met but exceeded. Your primary focus will be on fostering a positive experience for both customers and team members. This involves coaching and mentoring your team to prioritize customer service and quality, all while supporting the Journeys brand. You will work closely with your manager to cultivate a feedback-rich environment that promotes team development and growth, ensuring that each team member has the resources and guidance they need to succeed. In this role, you will lead and support daily team activities, helping to resolve issues and complete tasks efficiently. Maintaining service levels and meeting or exceeding Key Performance Indicator (KPI) expectations for the Customer Service Team will be a critical part of your responsibilities. You will evaluate team performance through quality reviews and create tailored training and development plans to enhance team capabilities. Providing direction, correction, coaching, and counseling will be essential to ensure that your team operates at its best. Monitoring interactions will be necessary to uphold productivity and quality standards, and you will collaborate with internal teams to ensure a seamless customer experience and improved team performance. Effective communication will be key, as you will need to relay information to your team efficiently. Additionally, you may be asked to perform other duties as requested by your manager, contributing to the overall success of the team and the organization.

Responsibilities

  • Oversee team performance to meet and exceed service goals.
  • Coach and mentor a team focused on customer service and quality.
  • Collaborate with your manager to create a feedback-rich environment for team development.
  • Lead and support daily team activities, helping resolve issues and complete tasks.
  • Maintain service levels and meet or exceed KPI expectations for the Customer Service Team.
  • Evaluate team performance, conduct quality reviews, and create training and development plans.
  • Provide direction, correction, coaching, and counseling as needed.
  • Monitor interactions to ensure productivity and quality standards.
  • Collaborate with internal teams for a seamless customer experience and improved team performance.
  • Communicate information to your team efficiently.
  • Perform additional duties as requested by your manager.

Requirements

  • Minimum of 1 year's previous leadership experience, preferred.
  • Ability to speak and type fluently in English, using appropriate grammar, tone, and syntax.
  • Strong communication and interpersonal skills (verbal and written).
  • Strong interpersonal skills: approachable, self-motivated, positive, and respectful interaction.
  • Proficiency in learning and navigating multiple systems and processes.
  • Ability to explain complex processes clearly and effectively.
  • Ability to meet performance expectations and goals in a fast-paced, ever-changing environment.
  • Strong ability to comprehend new information, diagnose problems, and provide appropriate resolutions.
  • Ability to handle and resolve conflict positively and in a calm, professional manner.
  • Meet minimum requirement for words per minute on a typing evaluation.
  • Must be able to work 40 hours weekly with various 8-hour shifts during the following hours of operation: 10am-7pm Sunday, 7am-8pm Monday - Friday, and 9am-6pm Saturday (CST).
  • Willing to participate in recurring performance-based schedule bidding.

Benefits

  • 40% off employee discount
  • Weekly pay
  • Growth potential and opportunities within the first 6 months
  • Immediate Dental, Life, Medical, and Vision coverage
  • 401K Contribution
  • Journeys and Genesco Scholarship opportunities
  • Tuition and Student Loan Repayment assistance
  • Employee Assistance - Mental health, financial planning, and legal advice
  • Onsite gym membership and onsite cafe
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