Customer Experience Team Lead, Call Center

Samsonite Company Stores, LLC; Jacksonville (FL); On-site; USD 60,000 - 75,000; Full time

Job summary

Samsonite is seeking a Call Center Supervisor to lead a team of agents, ensure effective training, and drive daily operations for a high-performance environment. You will implement process improvements, coordinate with other departments, and participate in special projects to boost service levels.

Ideal candidates bring 3+ years in call center management, strong coaching skills, and proficiency with SAP, Salesforce, Gladly, and WFM/WMS tools.

Qualifications

• Bachelor's degree preferred in a business-related discipline or equivalent experience.
• Minimum of three years in a call center or wholesale service type department.
• Minimum of one year in a management role.
• Ability to coach a team to high-performing results.

Responsibilities

• Lead a team of call center agents ensuring training and productivity.
• Implement improved processes and policies for a high-performance environment.
• Establish relationships across departments and communicate operational issues.
• Provide monthly and annual reviews and handle escalated calls/complaints.
• Participate in special projects and onboarding of new hires.

Skills

Call center management

Coaching

People leadership

Operational process improvement

Education

Bachelor's degree in business or related field

Tools

SAP

Salesforce

Gladly

WFM

WMS

CSAT

Excel

Job description

Samsonite is seeking a Call Center Supervisor to lead a team of agents, ensure effective training, and drive daily operations for a high-performance environment. You will implement process improvements, coordinate with other departments, and participate in special projects to boost service levels.

Ideal candidates bring 3+ years in call center management, strong coaching skills, and proficiency with SAP, Salesforce, Gladly, and WFM/WMS tools.