OnSite Beauty Team Lead

PFS Company Statement:

PFS is a global commerce services company. We help leading brands deliver exceptional commerce experiences worldwide. We are a diverse team with distinct interests, skills, and backgrounds collaborating across all facets of commerce—from business consulting and design to technology and operations. Together, we take pride in performing at our best to produce the best possible results for our client and their clients.

Company Vision:

Seasonal Contact Center Team Lead

The Team Lead assists with the day-to day supervision of customer service representatives; they are held accountable for ensuring all customer calls are handled promptly, correctly, and professionally. Works with customers, team members, and Account Managers to serve as a driving force to help achieve "best in class" service levels by helping to identify areas of improvement and assist in implementing new methods for providing effective solutions. Responsible for ensuring tasks set forth by the Supervisor are met in order to achieve team objectives and goals. Monitors customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures. Provides coaching and feedback to agents accordingly.

Job Level/Salary Grade: Analyst

Exemption Status: Exempt

Responsibilities:

• Maintaining daily service levels
• Ensure associates are adhering to their schedule
• Take calls four hours a day
• Coach and develop associates
• Ensure team’s stats are within acceptable levels
• Understand and enforce the call center policy and procedures
• Assist with daily/weekly reports including attendance, adherence, quality and call disposition

Qualifications

• Effective leadership skills (listening/verbal and written communication skills)
• Proficient in Microsoft Office software including Word and Excel
• Ability to speak effectively before groups of customers and/or employees of the company
• Strong interpersonal and organizational skills
• Ability to defuse escalated situations
• Excellent time management skills
• Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively
• Detail orientated – must be able to determine facts, document accurately and concisely
• Ability to multitask, work well under pressure, prioritize and meet deadlines
• Strong decision making and problem solving skills
• Flexibility to work in a 24/7 call center
• Minimum 6 months call center experience
• High School Diploma or equivalent

Preferred Qualifications:

• 1 year call center experience
• Previous management experience
• Familiarity with Avaya and Eddie
• This is an onsite position
• Prior Contact Center Leadership experience preferred
• Fashion and Beauty background an added plus

Pre-employment background screening will be conducted.

PFSweb Inc. is an EEO/AA - M/F/Disability/Protected Veteran Status employer.