Customer Experience Supervisor, Contact Center

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. 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 Quality 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.