Customer Service Lead Job at Robert Half (Bristol)

Job Responsibility

Collaborate with the marketing team to analyze and develop promotions aimed at increasing overall sales and channel volume
Collaborate with cross functional departments on DTC customer service programs
Develop and mentor the team to enhance the call center’s performance and deliver best in class customer service experience
Lead the team in providing responses through SMS, chat, email, and phone
Assist in training, workforce management, and budget management for the team
Maintain optimal performance and sales levels while consistently adhering to Lenox’s highest quality standards
Support the customer service process and communicate with both the Lenox team and end consumers in a professional manner
Track and analyze Call Center performance against service goals/metrics
provide regular reports to management and business unit customers regarding performance relative to goals, along with recommended actions
Establish and ensure compliance with standard practices and processes in the call center
be responsible for implementing best operational practices and process improvements
Prepare team reports and analyze performance statistics
Build a team environment through regular contact, training, communication, and meetings with staff and team members
Act as the point of contact for escalated customer issues, ensuring resolution to customer satisfaction
Hold all employees accountable for achieving stated goals, administering corrective action via performance plans when goals are not met, and providing timely recognition when goals are achieved
Perform other duties as assigned

Requirements

A minimum of 5-7 years of previous supervisory or management experience
Ability to work flexible hours as needed, including days, evenings, rotating Saturdays and weekends, holidays, and additional hours when required
Strong interpersonal, writing, and problem-solving skills
Capability to lead and coach multiple teams while handling various issues simultaneously
Ability to promote teamwork and foster high employee morale
Strong listening skills
At least 2 years of experience in customer service leadership, with prior supervisory or management responsibility in a call center or similar environment preferred
Demonstrated ability to oversee team performance, coach employees, and manage multiple priorities in a fast-paced setting
Strong background in customer service operations, including call center support, service quality, and team supervision
Effective verbal and written communication skills with the ability to build relationships across departments
Sound judgment and problem-solving ability when handling customer concerns, team issues, and operational challenges
Flexibility to work varied hours, which may include evenings, weekends, rotating Saturdays, holidays, and additional time as needed
Proven ability to encourage collaboration, accountability, and strong morale within a customer-focused team

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