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Customer Service Team Leader

Company: The Hut Group
Location: Lindon
Posted on: June 12, 2021

Job Description:

THG Culture:

The Hut Group is one of the fastest growing online retailers on the planet. We're an ideas-led tech company that's always had a desire to break out of conventions. Ambition that has established us as a leader in the Beauty and Wellness spaces, and now we're going beyond. Our culture is fast-paced and risk-taking, we like to move twice as fast as any normal person thinks is reasonable. Over a decade of building and growing brands in the Beauty and Wellness sectors, across over 140 markets. We specialise in creating brilliant digital brand experiences with our unique end-to-end approach to ecommerce, our THG Ingenuity enables brands to grow at scale while driving unrivalled value and continuous performance.

Our culture celebrates original thinkers, tech pioneers and skilled technologists. Our global success relies on more than 7,000 people and the fusion of skills, talent and ambition they bring from all around the world. Be supported by our in-house THG Medical & Wellbeing teams to keep you at your best.

We want you to reach your potential and we'll do everything we can to help you get there. We'll give you the freedom to manage your own professional development as well as the tools, advice and support you need to succeed. As a global powerhouse, pushing limits, breaking boundaries and making an impact is the norm. At THG, you'll be part of this and more.

Role Summary:

The role of the Team Leader is to support a key team and the department by working together to meet and exceed target SLA's. This means closely monitoring the performance and conduct of all advisors, providing guidance, instruction and support to all members of the department, whilst continuously promoting and driving excellence. As a team leader you will report to the team manager and assist them with team leadership.

What will I be doing?

* Managing and monitoring all CS channels efficiency and performance * Assist with rollout of new sites and set up on the call & chat system * General LiveEngage reporting and console management * Assisting with completing outstanding contacts and calls where needed * Meeting SLA's and targets set across Customer Service * Workflow management hourly contact stats sent to staff * Monitoring the live performance report and recognising when to reallocate staff to the correct teams * Ensuring the staff meet expectations * Updating performance and bonus trackers daily * Monthly staff appraisals, and escalating performance issues * Directly support the NVQ scheme and assist learners with monthly tasks / plans * Daily outstanding reports and duplicated contacts report delegated to members of the department * Daily pending reports delegated to members of the department / followed up with members of Loss Prevention * Working alongside managers with recruitment requirements * Working alongside the training team to coach and support staff plus monitor and improve quality scores * Driving first time resolution, ensuring that email contacts are allocated to the correct advisors with the correct status. * Helping to resolve escalated contacts and showing advisors how to find the answers on the CS help page * Meeting direct job specific targets set by Assistant Manager / Manager * Completing any adhoc reporting including start and end of day report

Keywords: The Hut Group, Salt Lake City , Customer Service Team Leader, Other , Lindon, Utah

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