Journeys - Nashville, TN
posted 4 months ago
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.