Customer Service Team Lead — Call Center

Barnes & Noble, Inc.; Clifton (NJ); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Employee Discount

Paid Time Off including paid Maternity

401(k) with Company Match

Comprehensive Health Benefits

Job summary

Barnes & Noble, Inc. is seeking a Supervisor of Customer Service to support the Senior Manager and act as the manager in charge when the Manager is unavailable.

You will supervise the Call Center, identify automation opportunities, and improve productivity to meet department goals. You will build and mentor a team of Customer Service Specialists, ensure training is current, and drive metrics while collaborating with multiple teams to advocate for the voice of the customer and the agent

Qualifications

• Must have 2–3 years in a lead or supervisory role.
• Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
• Ability to work well under pressure while consistently meeting deadlines.
• Demonstrate strong prioritization and analytical skills.
• Ability to multi-task, prioritize, and organize multiple projects/tasks concurrently while meeting deadlines.
• Strong verbal communication and writing skills.
• Customer service experience with call center experience preferred.

Responsibilities

• Build, lead, and mentor a team of Customer Service Specialists with day-to-day supervision.
• Identify training needs and coordinate with CS Training Team to keep knowledgebase current.
• Ensure all key performance metrics are met.
• Provide coaching and mentoring to ensure responsibilities are met and development addressed.
• Identify gaps in customer experience and communicate trends and solutions to management.
• Act as SME and work cross-functionally to advocate for voice of the customer and voice of the agent.
• Handle customer calls periodically to stay in touch with trends and assist during peak times.
• Lead team meetings and provide status updates on CS initiatives and training.

Skills

Team Leadership

Customer Service

Communication

Analytical Skills

Prioritization

Written Communication

Time Management

Job description

Barnes & Noble, Inc. is seeking a Supervisor of Customer Service to support the Senior Manager and act as the manager in charge when the Manager is unavailable.

You will supervise the Call Center, identify automation opportunities, and improve productivity to meet department goals. You will build and mentor a team of Customer Service Specialists, ensure training is current, and drive metrics while collaborating with multiple teams to advocate for the voice of the customer and the agent