Executes programs and leads Customer Care Center (CCC) associates to create an environment where associates are engaged to provide outstanding customer service and add on sales opportunities. Develops a team that delivers a shopping experience that exceeds customer expectations.
Actively walks the floor and coaches in the moment to enhance their team’s individual ability to effectively handle customer’s needs.
Supervises, provides coaching, and engages CCC associates to ensure exceptional customer service behaviors, and the achievement of quality objectives and add on sales.
Leads team to continuously provide exceptional customer service to meet or exceed company customer satisfaction survey goals.
Reviews performance and conducts call monitoring to ensure exceptional customer service/revenue behaviors. Provides timely recognition and feedback to improve customer service.
Ensures quality service and attendance levels to accomplish business objectives. Follows up with associates and leaders to guide appropriate adjustments.
Coordinates and administers programs designed to develop associates’ skills and abilities and create an outstanding sales/service environment. Provides input and participates in new-hire orientation and administration of formal training programs.
Tracks, reviews, and responds to customer complaints, escalations, and store inquiries in a manner that drives customer retention and loyalty.
Supports the implementation of new procedures and/or operational changes to support the CCC vision and strategy.
Skills & Experience
Ability to provide sound leadership and training of associates in the use of the various skills, techniques, and equipment utilized in the assigned functional area(s) to drive sales and service.
Requires the ability to understand and follow simple correspondence, reports, or instructions pertinent to the assigned functional area(s), and to communicate verbally and in writing accurately and concisely.
Thorough knowledge of all systems, procedures, techniques, equipment, operations, standards, and reports that apply to the assigned functional area(s).
Strong leadership skills which include but are not limited to:
° Thinks Critically ° Manages Execution ° Drives Performance ° Strategic Vision ° Demonstrates
Accountability ° Service-Oriented ° Builds Relationships ° Develops Talent ° Drives Change
° Takes Initiative ° Shows Courage ° Practices Candor
1-3 years of previous supervisory experience in a call center environment.
High school graduate or equivalent business experience. College degree preferred.
Availability and flexibility to work existing shift option Friday-Monday, 1:30pm to 12:30am and holiday rotations
Team Coach Specialist
Columbus, OH, United States
- Cust Care Contct Ctr 5555 Scarborough Blvd
J.C. Penney Company Inc.