HanesBrands Inc. is a global company with more than 48,000 associates in 30 countries, all working together to create the world’s best apparel to include iconic brands such as Champion, Hanes, Bali, Bonds, and many more. We offer enormous opportunities for creative thinkers, for people with a passion for consumers, and for people who think like business owners. We’re building a truly inclusive culture, where people of different backgrounds, races, cultures and experiences come together to make us stronger. We are a sustainable company committed to making a positive difference in our communities around the world.
The CXC supervisor’s role is focused on leading the contact center representatives, at multiple levels to deliver the expected service and quality goals. The supervisor provides the coaching and ongoing representative development to ensure customer satisfaction, proper order processing, and professional customer engagement for Hanesbrands Inc.
Responsibilities:
- Under the general direction from the department management, translate the expected engagement process and service goals to first-level, and/or second-level customer experience representatives.
- Provide ongoing coaching including quality assurance monitoring in each channel to provide professional growth. This includes consistent and ongoing feedback sessions with representative development plans.
- Understand operational, system, product, and any department issues to provide escalated contact support to the front-line representatives with a focus on first-contact resolution.
- Provide guidance and training for representatives at all levels, including CXC knowledge base administration, when needed. This includes onboarding support for new CXC staff members.
- Assist in the scheduling process for the telephone, email, chat, and other customer engagement channels to deliver on key performance indicators and service level goals (response time, abandoned rate, satisfaction scores).
- Understand the customer facing aspects of Hanesbrands Inc. ecommerce websites and operations to provide real-time feedback.
- Operate effectively in the department tools and understanding functionality in key systems such as Microsoft Suite, SAP, Magento, WM, CVCC, Kana, Five9, etc. to support representatives during onboarding, nesting, or in general.
- Support any department initiatives such as upselling, cross-selling, and product sampling program etc. by delivering on the expected requirements to train or support the CXC representatives.
- Maintain a supportive, visible and positive presence in the department by professional engagement with employees and customers.
- Effectively participate in interviewing and selecting candidates suitable for employment and to represent the Hanes Brands. Administer HbI policies, adherence, and training programs efficiently to ensure that all personnel are treated fairly and adequately trained.
Requirements:
- BS/BA or at least 5+ years of experience in a customer or call center environment (direct to consumer or ecommerce organization preferred)
- A minimum of 3 years of experience in a leadership or supervisory role
- Proficient in Spanish and English.
- Ability to coach and develop associates effectively including providing timely feedback.
- Solid working knowledge of contact center operations
- Strong organizational skills, ability to multi-task, and navigate through multiple systems in a fast-paced environment.
- Excellent telephone presence, interpersonal skills, and ability diffuse a customer situation.
- Strong customer service skills and ability to empathize with customers and drive a caring culture.
Join us in building a better working world. If you can meet the criteria above, please contact us as soon as posible.