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Job Description
As the country’s oldest clothing retailer, Brooks Brothers is proud to uphold the same traditions and values for nearly two centuries.
We believe these are the reasons why our customers consider us to be far more than a store. Brooks Brothers has been an American icon since 1818.
In 1915 our present ten-story flagship store opened at 346 Madison Avenue near New York’s most prominent social organizations, including the Harvard and Yale Clubs and the New York Yacht Club.
Almost 100 years later we continue to dress ladies and gentleman of all generations and cultivate long term relationships with our loyal clients.
Our stores represent our respect for our heritage and vision to be the premiere lifestyle destination. We continually strive to make this a great place to work with a strong emphasis on career development and associate satisfaction.
We are consistently devoted to championing both our people and the Brooks Brothers Brand.
The diversity of our operations has recently created an opportunity for a Customer Experience Manager located at our Enfield, CT customer contact center.
The Supervisor will join a best-in-class service department that delivers on Brooks Brothers’ goal to provide a concierge level service;
ensuring that every customer has an amazing experience every time they contact us. We are seeking a talented and motivated Supervisor to oversee a team of 10-15 customer service representatives as well as shared responsibility and support running each operational shift smoothly and efficiently.
Promoting a professional and positive working environment through coaching, recognition, motivation, training, and product education to department personnel to ensure quality and customer service goals are met.
The successful candidate will collaborate with Directors, Managers, Supervisors, and cross department personnel to drive our team to the next level through a continual focus on :
People Management / Coaching
Culture
Productivity
Support tools to advance the contact center environment
Product Education
Accountabilities :
Champion a people first, customer centric culture
Must be passionate for leading people; helping them set and achieve goals
Must have extensive experience in building an inclusive culture
Provide integrated coaching to direct reports and responsible for building integrated coaching books for each of your direct reports
Perform assessments of associates quality and adherence to company standards on inbound and outbound calls and emails utilizing integrated coaching techniques
Responsible for the management of the day-to-day operations within the call center environment
Responsible for taking escalated calls and emails from associates when necessary
Interfaces with multiple groups (IT, HR, Distribution Center, E-Commerce, Planning) to ensure contact center meets daily, weekly and monthly interval goals
Monitor service levels and contact center volumes on a real-time basis; deploying agents into necessary channels as needed
Plan, prioritize, and delegate work tasks to ensure proper functioning of the department
Manage / Coach / Support the team to deliver on both quality and productivity expectations
Identify and address team training and coaching needs
Skills & Requirements
Prior experience leading a team in an E-commerce, retail, or fashion environment preferred
Experience managing dynamic, diverse teams of 10+ associates in a customer experience environment
Demonstrated track record of training and developing individuals and teams
Flexibility is a must; willing to shift gears at any moment, when needed
Highly analytical : able to measure, translate, communicate, and present data to better the overall contact center environment
Adaptable and highly resourceful; able to work with limited information when necessary
Strong communication skills (oral, written, and numerical); ability to effectively communicate to all levels of the organization
Strong working knowledge of Microsoft Office not limited to Excel, Word, and Power Point
Zendesk experience a plus
Self-motivated and self-directed, with a positive attitude and a strong sense of urgency
An unwavering commitment to excellence
Sound judgment and decision-making skills; accepts accountability and takes pride in one’s work
Time management a must with the ability to manage multiple tasks concurrently, including complex projects
Skilled at diving into details to understand the big picture and the importance of strategic planning
Brooks Brothers is proud to offer our Associates competitive compensation, a fulfilling work environment, unique and special benefits and a wide range of opportunities for personal and professional development.
We invite you to submit your cover letter and resume for immediate consideration.
Best Regards,
The Talent Acquisition Team of Brooks Brothers
It is the policy of Brooks Brothers to ensure equal employment opportunities to all qualified persons without regard to race, gender, religion, age, national origin, citizenship status, disability, qualified veteran status, marital status, sexual orientation or other protected class status.
Qualifications
Vacancy expired!