eCustomer Care Supervisor - 2nd Shift

Foot Locker, Inc.; Wisconsin; On-site; USD 55,000; Full time

Job summary

A leading company in the retail sector is seeking an eCustomer Care Supervisor to join their leadership team. This role is crucial for ensuring quality customer service and involves overseeing team performance, coaching, and maintaining department standards. The ideal candidate will have a Bachelor's degree or relevant experience, along with strong problem-solving skills. The position is based in Wausau, WI, with a supportive company culture and various employee benefits.

Benefits

Employee Discount

Paid Time Off

Medical Coverage

Dental Coverage

Vision Coverage

401(k)

Roth 401(k)

Stock Purchase Plan

Life Insurance

Tuition Reimbursement

Qualifications

• Bachelor's degree or 1-2 years related experience required.
• Call center or customer service experience preferred.

Responsibilities

• Oversee attendance, interviewing, and performance evaluations.
• Monitor department productivity and quality standards.
• Act as a mentor and coach for team members.

Skills

Problem-solving

Customer service

Team leadership

Education

Bachelor's degree

1-2 years related experience

Job description

Overview

Foot Locker is seeking an eCustomer Care Supervisor to join our leadership team. This position is vital to the success of our brand. In this role, you will ensure all needs are met while providing correct, concise, and current information on all procedures as well as monitoring and coaching team members to ensure that quality customer service is provided to both internal and external customers.

Available shift: Tuesday-Saturday 1pm-9pm CST

This position is located in our Wausau, WI office, Tuesday-Friday.

What our employees say they love most about working here:

• Their coworkers!
• The atmosphere: welcoming & sense of belonging
• Recognition and appreciation from leadership
• Problem-solving and helping customers
• Learning about the business
• Laid back environment

Responsibilities

• Perform and oversee duties related to attendance, interviewing, hiring, reinforcement of required trainings, performance evaluations, disciplinary actions, and terminations in accordance with department guidelines and company policy.
• Monitor department productivity and quality standards while identifying, researching and providing detailed recommendations to department head for continual process improvements.
• Provide team members communication of individual performance on a weekly basis to motivate Specialists and, at a minimum, to meet expectations and strive to increase individual performance.
• Act as a mentor and coach for Team Leads and Specialists.
• Assist in the development and execution of various department activities to encourage positive morale in the areas.
• Report and document department system-related issues through appropriate channels.
• Maintain the procedure manual for department, participate in the review of any internal knowledge base resources to maintain integrity and stay abreast of all company procedures and changes.
• Handle customer service issues that are elevated to a supervisor level.

Qualifications

• Bachelor's degree or 1-2 years related experience and/or training
• Call center or customer service experience preferred

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Benefits

The annual base salary is $55,000 / year. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below.

Foot Locker Benefits:

• Employee Discount
• Paid Time Off
• Medical | Dental | Vision Coverage
• 401(k) | Roth 401(k)
• Stock Purchase Plan
• Life Insurance
• Flexible Spending Account
• Opportunities for Advancement
• Tuition Reimbursement for Qualified Courses
• Strong Company Culture
• Employee Resource Groups