Purple

Contact Center Team Leader

Purple

full-time

Posted on:

Location Type: Hybrid

Location: Lehi • Utah • United States

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Salary

💰 $51,000 - $60,000 per year

Job Level

Senior

About the role

  • Provides daily direction and communication to team, ensuring that customer service interactions are handled in a timely, efficient and knowledgeable manner
  • Tracks KPIs and provides statistical and performance feedback and coaching on a regular basis to each team member
  • Writes and administers regular performance reviews
  • Responds to and resolves employee relations issues expressed by team members
  • Coordinates with manager or director, or HR, to address disciplinary and/or performance issues and effectively administers improvement/development plans
  • Assists the senior leadership team with the daily operation of the contact center
  • Establishes work procedures and processes that support the company and department standards, procedures and strategic directives
  • Works as a member/leader of special or ongoing projects (as needed)
  • Conducts regular 1:1s, side-by-sides and team meetings
  • Assists the Training and QA department by reviewing QA scores and administering PWP call results
  • Participates in weekly calibration sessions
  • Participates in the selection process (interviewing, etc.) for potential employees

Requirements

  • High School Diploma or equivalent required
  • Bachelor’s Degree in related field preferred
  • Minimum two years formal leadership experience in a customer service or contact center setting
  • Five+ years overall experience in a contact center or customer service environment
  • Experience with chat, email, and phones preferred
  • Retail background, order taking, and fulfillment a plus
  • Ability to create an inspiring team environment with an open communication culture
  • Experience with the following highly preferred: NICE inContact, Zendesk, NetSuite, Stella Connect, Medallia, Microsoft Suite
Benefits
  • Medical
  • Dental
  • Vision
  • 401(k) Match
  • Flexible PTO
  • Earn a Mattress
  • Purple Swag
  • Amazing Purple Products
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceperformance reviewsKPI trackingemployee relationsdisciplinary actionsimprovement plansteam meetingsQA reviewinterviewing
Soft Skills
leadershipcommunicationteam environmentcoachingproblem-solvingcollaborationinspiration