Your role at Samsonite:
This role is primarily responsible for a team of call center agents, ensuring they are adequately trained and productive, to ensure the day-to-day activities of the operation run smoothly and efficiently. Responsible for implementing improved processes and operational policies that promote a high-performance team environment.
• Establish and foster excellent working relationships with all inter-dependent departments; this includes identifying and communicating operational issues to the appropriate department on a timely basis and working collaboratively to resolve problems
• Makes effective independent decisions representing day-to-day issues
• Provides recommendations for procedural changes and improvements as they pertain to the department
• May participate in presentations for investors, rating agencies, and other servicing platform visitors
• Clearly communicates strategies to team members and other stakeholders
• Participates in special projects or performs duties in other areas as requested.
Supports a team of call center agents by:
• Measuring and documenting performance, track times and attendance
• Maintains time and attendance compliance by updating various electronic mediums.
• Responsible for providing monthly and annual reviews
• Takes and resolves escalated calls/complaints
• Giving additional support by handling incoming and/or outbound contacts, as required
• Determining the team’s daily activities and ensuring associates are fully engaged throughout the day
• Performs duties of subordinates when needed.
Assists the Management Team with:
• Responding to Corporate inquires
• Creating remediation plans when staff is performing below expectations
• Partners with the Quality Department to provide feedback and coaching
• Contributes to the selection of new hire and on-going associate training
• Monitoring reports to ensure department metrics are met
• Acts as a back-up for the other Supervisors, when required
We're excited if you have:
• Bachelor’s degree preferred in a business-related discipline or equivalent related experience
• A minimum of three years of experience in a call center or wholesale service type department
• A minimum of one year of experience in a management role
• Ability to effectively manage and supervise employees
• Desire to coach a team into consistent, high-performing results; including the constructive feedback required during employee development
• Good interpersonal skills
• Highly proficient and advanced computer skills (i.e., SAP, Salesforce, Gladly, WFM, WMS, CSAT, Excel)
• Excellent attention to detail and organizational skills
• Good time management abilities
• Strong analytical and problem-solving ability
• Excellent written, verbal, and oral communication skills.
Who we are:
Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, High Sierra, Gregory, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.