Position Goal: The Supervisor leads a team of front-line Associates at the Rue Gilt Groupe (RGG) contact center.  The team is accountable to deliver a consistently exceptional customer experience and provide sales and service support on a range of retail-based products and experiences.

This role will continually assess and improve the skill level of the teams Associates and manage/oversee both individual performances using coaching as a key lever. The Supervisor will ensure that approved work processes and operational effectiveness are executed within RGG standards and policies, while looking for opportunities for improvement. This role is expected to directly manage customer escalations from Associates, investigating as required and providing resolution to customers within defined timelines and standards.

The Manager continuously monitors, assesses, and manages risk within the team ensuring adherence to operational requirements, taking appropriate action(s) and/or escalating to the appropriate parties as required. The Supervisor is required to manage escalated incoming telephone calls in an informed, professional and efficient manner. The role is also accountable for employee engagement within the team.

 Position Requirements:

40% Managerial Leadership

• Ensure the effective implementation of RGG initiatives and programs through the establishment of appropriate context and setting of direction for direct reports by providing relevant information, establishing goals, and setting limits with the context and prescribed limits of the role.
• Establish a two-way working relationship with direct reports to solicit their views on the working environment, potential changes affecting their work, continuous improvement opportunities, and revisions to the plan.
• Perform side-by-side coaching activities by listening to customer calls, providing immediate feedback on critical issues and coaching the associate as part of overall performance and development plan.
• Develop and sustain a team of direct reports who are engaged in delivering the performance required to meet business targets, including coaching and the creation and implementation of training and development plans in an environment with a continuously evolving workforce.
• Participate in the orientation and training of new team members work with CCC support teams.
• Manage performance and develop talent of direct reports, including establishing performance and career goals and objectives, assessing skilled knowledge gaps, allocating resources to achieve objectives and close gaps, assessing personal effectiveness, and reviewing and recommending base and variable pay.

30% Service

• Business Delivery and Operations Ensure front line team as assigned is delivering against targets as outlined by RGG leadership including but not limited to measurements on NPS, CSAT productivity and service.
• Monitor quality control daily through established systems and call monitoring to ensure that a high level of customer service is being provided to customers.
• Proactively monitor team results daily and analyze where improvements need to be made, identify root cause and then implement change in a rapid pace environment through coaching to improve on lower areas in targets
• Identify process improvement opportunities, including system changes/parameter changes, to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer.
• Maintain up-to-date knowledge and understanding of RGG services, processes and relevant legal, regulatory and technology requirements. Provide input to management and support teams regarding technology effectiveness

20% Risk Management and Compliance

• Set direction for operational effectiveness/risk management and compliance practices and continually reinforce the attention to detail that is required.
  Monitor the effectiveness of operational controls in place, identify deficiencies, initiate appropriate corrective actions to ensure controls are adequate and escalate as required.
• Respond to questions or resolve issues raised through audits or quality checks; identify and take appropriate action if ongoing performance issues are identified.
• Protect the organizations interest by adhering to all applicable policies and Procedures, legal and ethical requirements, process requirements, established guidelines.
• Maintain the confidentiality of both customer and company information.
• Report suspicious transactions or patterns of activity that are suspected

 10% Planning

• Establish goals, plans and assignments for each subordinate to achieve the plan.
• Review progress to plans, and develop, communicate, delegate and actively participate in the implementation of actions necessary to correct internal and external issues.
• Escalate significant issues to the Senior Manager.
• Determine and deploy processes and human resources and optimize the allocation of resources within the team.
• Develop, implement and review a plan to complete all assigned tasks in a timely manner to acceptable quality standards.

Knowledge and Skills

Knowledge:

• 3-5 years of call center experience
• Leadership and mentoring in a people management role
• In-depth knowledge and understanding of Sales/Service Operation Working knowledge of competitive market place and trends in product offerings
• High school diploma or equivalent work experience
• Advanced Office Tools (MS Office) Knowledge of banking platforms utilized

Skills:

• Leadership Skills (In-depth)
• Goal Setting and Coaching
• Empathy and Sensitivity
• Conflict Resolution
• Incentive development
• Team event management
• Behavior based interviewing
• Analytical Skills (In-depth)
• Manage real time reporting monitors
• Generate systems reports
• Analyze reports and make recommendations Communications (In-depth)
• Effective Listening
• Documentation of meetings and processes
• Training basics
• Contact Centre Technology Basics (In-depth)
• Monitoring
• Desktop applications
• Expert communication and relationship building skills

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 Job duties are subject to change based upon the needs of the business.  By signing this job description, you are acknowledging that you understand the responsibilities and physical requirements and can perform the essential functions of the position.

 Degree of Supervision: Minimal supervision.