[Hiring] Contact Center Lead @Duluth Trading Company

Role Description

Contact Center Lead Wanted! Join our awesome team and be responsible for day-to-day Contact Center operations, leading a motivated team, exceeding service levels, and assisting agents and customers. Achieve department and company goals, manage projects, and hire new team members. Optimize costs, maintain quality, and enjoy the perks of a full-time remote position.

This full-time remote position requires availability to be scheduled from 7:00AM to 10:00PM, 7 days a week.

What You’ll Do:

• Lead and motivate a team of passionate customer service agents, fostering a positive and collaborative work culture.
• Oversee day-to-day contact center operations, ensuring exceptional service levels and exceeding customer satisfaction targets.
• Provide guidance and support to agents, resolving complex customer inquiries or issues effectively.
• Collaborate with various departments to implement process improvements, enhancing overall efficiency.
• Design and implement training programs to enhance the skills of our contact center staff.
• Analyze performance metrics and identify opportunities for improvement, implementing actionable plans.
• Assist in the recruitment and onboarding of new team members, both seasonal and non-seasonal.
• Ensure timely completion of project assignments and non-call-related tasks.

Qualifications

• Prior experience in a supervisory or team lead role within a contact center environment.
• Strong leadership skills, capable of motivating and guiding team members.
• Excellent communication and interpersonal abilities.
• A customer-centric mindset with a genuine passion for delivering exceptional service.
• Proven problem-solving skills and a solution-oriented approach.
• Familiarity with contact center software and tools.
• Flexibility to work in a 24/7 environment, including weekends and holidays.

Benefits

• Daily pay available.
• Quality medical plan choices.
• Generous paid time off.
• Enjoy 9 paid holidays.
• Get a fantastic 40% employee discount.

Company Description

Started in 1989, Duluth Trading Company exists to enable hard-working individuals to take on life with their own two hands. We seek talented individuals who share these beliefs and are excited to further the Duluth Trading legacy with a digital-first mindset, always moving forward and always innovating.

• From ingenious Duluth workwear to comfortably capable Buck Naked Underwear, it’s all about the innovative gear and gadgets that equip customers for a more hands-on way of life.
• Top-notch quality, immersive storytelling, outstanding customer service, and the shared belief that the go-all-in-and-dig-deep spirit exists with everyone are what sets Duluth Trading Co. apart.