Contact Centre Team Lead, Toronto

Tiffany & Co.•Toronto, ON

9d•Onsite

About The Position

We believe in the power of delivering the Tiffany Experience to each and every client, where every interaction is an opportunity to make a lasting impression through connection and discovery. Being a part of Tiffany & Co. means being part of a collective vision aligning extraordinary jewels, exceptional craftsmanship, and unwavering commitment to corporate sustainability. We are proud to be a part of an organization that cherishes its rich heritage, while embracing relentless change for the better. At Tiffany, we uphold the highest standards and live our values in our day-to-day work. Together, we carry on a legacy that transcends time, inspiring others with our remarkable blend of innovation and service excellence. As a Tiffany Contact Centre Team Lead, you will lead your team to deliver a luxury and personal client experience across all contact channels and client touchpoints to drive sales and lifetime loyalty and value. You will be accountable for ensuring your team consistently meets and/or exceeds commercial and client experience targets. You will think strategically while also being hands-on in overseeing the day-to-day execution of the agreed upon strategy with a focus on clients, people and brand desirability. You will be open and approachable and will work with both the central team and the local teams in a transparent, united and mutually supportive manner.

Requirements

Minimum of 3 years of retail or luxury retail Contact Center experience or relevant customer related experience (e.g., hospitality)
Proven track record in client relationship building, sales generation, managing the achievement of sales results
Team management experience
Flexibility to work non-traditional hours, including days, nights, weekends, and holidays
Proven ability to develop new opportunities and maintain client relationships
Proficiency with Microsoft Office, Client tracking systems and Point of Sales (POS) system
Flexibility to work in various roles based on business needs
Must have authorization to work in Canada

Nice To Haves

A college/university degree
Proficiency in multiple languages

Responsibilities

Lead your team to deliver a luxury and personal client experience across all contact channels and client touchpoints to drive sales and lifetime loyalty and value
Be accountable for ensuring your team consistently meets and/or exceeds commercial and client experience targets
Think strategically while also being hands-on in overseeing the day-to-day execution of the agreed upon strategy with a focus on clients, people and brand desirability
Be open and approachable and will work with both the central team and the local teams in a transparent, united and mutually supportive manner
Communicate the key business goals to the team in a simple, clear, and motivating way
Track progress of the team towards the goals and identify with the team gaps, opportunities, and success stories to drive behaviors and actions that will get the team to meet or exceed the target
Understand and analyze the business and client context, looking at internal and external trends and ecosystem
Demonstrate business and team leadership in the day-to-day business decisions & activities, play an active role in supporting and helping the team manage client activities and relationship role modeling winning behaviors
Hire and retain the best talent to ensure a winning team and create best in class luxury client experiences
Continuously train, coach behaviours, and provide feedback to your team to drive performance excellence and elevate client experiences and client relationships across all client touchpoints
Continuously communicate 360 brand and business strategies and context to the team and gather inputs from the team on client trends and topics
Lead regular cadence of team huddles
Manage performance issues and capability gaps proactively and timely
Continuously elevate the level of client experience delivered by the team through continuous coaching of behaviors
Closely monitor the quality of the client experiences through the internal assessment (performance excellence program) and external inputs as well as keeping an eye on competition and market best practices
Address key gaps with specific action plans, partnering closely with the learning team
Ensure consistency with established operational procedures
Identify and execute efficiencies and best practices
Monitor productivity and schedules of team members and provide inputs / partner with resource planning and manager to optimize team resource allocation as needed to support client demand and sales
Ensure compliance with all internal control procedures