Delivery Scheduling Lead - Midday Shift

Essential Duties & Responsibilities:

• Manage a team of 10 Call center agents
• Distribution of daily assignments
• Maintain Scorecard’s
• Daily Monitoring of agents' calls and performance
• Scheduling when needed
• Direct Actions Requested by Store / Regional Managers
• Review orders to determine the best possible solution / next steps
• Taking Escalated calls when needed
• Ensure Scheduling team members are meeting KPIs by strategic planned / unplanned audits
• Source of information for assigned Team, owning FAQ’s and client services knowledge base to ensure accurate and helpful information
• Perform continual coaching and development of Delivery Scheduling team members, including partnering on Annual Performance Reviews
• Partner’s with Head of Delivery scheduling regularly reporting out on team perforce
• Communicate across the Client Services team to identify and troubleshoot issues
• Ability to analyze data/metrics to identify trends and potential issues, relaying information and potential solutions to the Head of Client Services
• Other duties as assigned

Requirements:

Associate Benefits:

• High School diploma or equivalent required
• 3-4 years’ customer-service-focused experience, in a call center environment is required; preference to experience in retail, luxury, or hospitality
• 1-2 years’ experience in leading teams/management experience
• Knowledge of Excel and STORIS is preferred
• Understanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite preferred)
• Excellent communication, problem-solving, and follow-up skills
• Ability to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgency
• Takes on difficult challenges and finds creative solutions
• Demonstrated ability to work independently and within a team

• Benefits | Medical, Dental, Vision, 401K, FSA/HSA, Retirement Savings, Life, Disability
• Paid Time Off | Prorated Based on Hire Date
• Career Pathway | Opportunities for Advancement
• On-Site Medical Clinic, Cafeteria Starbucks