Contact Center Team Leader (Hybrid)

Purple•Lehi, UT

3d•$51,000 - $60,000•Hybrid

About The Position

Purple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products, it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind “Career in Comfort” because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world — one mattress at a time. Compensation The compensation target for this role is: $51,000 - $60,000 Job Summary We are looking for an experienced leader and contact center professional to join our management team. This individual will lead a team of dynamic customer service specialists, tasked with providing the world-class service that Purple is known for. The successful candidate will have solid experience building high-performing teams, and a passion for mentoring and coaching. Additionally, the ideal applicant will have a knack for finding creative solutions, “getting things done,” and driving measurable impacts to the overall operation. Job Description

Requirements

High School Diploma or equivalent required.
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.
Ability to create an inspiring team environment with an open communication culture.

Nice To Haves

Bachelor’s Degree in related field preferred.
Retail background, order taking, and fulfillment a plus.
Experience with the following highly preferred NICE inContact Zendesk NetSuite Stella Connect Medallia Microsoft Suite

Responsibilities

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 (including the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs).
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.