Contact Centre Team Lead, Toronto

Contact Centre Team Lead, Toronto Overview: We believe in the power of delivering the Tiffany Experience to each and every client, where every interaction is an opportunity to make a lasting impression through connection and discovery. Being a part of Tiffany & Co. means being part of a collective vision aligning extraordinary jewels, exceptional craftsmanship, and unwavering commitment to corporate sustainability. We are proud to be a part of an organization that cherishes its rich heritage, while embracing relentless change for the better. At Tiffany, we uphold the highest standards and live our values in our day-to-day work. Together, we carry on a legacy that transcends time, inspiring others with our remarkable blend of innovation and service excellence. As a Tiffany Contact Centre Team Lead you will:

• Lead your team to deliver a luxury and personal client experience across all contact channels and client touchpoints to drive sales and lifetime loyalty and value
• Be accountable for ensuring your team consistently meets and/or exceeds commercial and client experience targets.
• Think strategically while also being hands-on in overseeing the day-to-day execution of the agreed upon strategy with a focus on clients, people and brand desirability.
• Be open and approachable and will work with both the central team and the local teams in a transparent, united and mutually supportive manner.

Business Accountability:

• Communicate the key business goals to the team in a simple, clear, and motivating way. Goals include the commercial target (Sales), and client experience goals (service levels, client experience, client satisfaction)
• Track progress of the team towards the goals and identify with the team gaps, opportunities, and success stories to drive behaviors and actions that will get the team to meet or exceed the target
• Understand and analyze the business and client context, looking at internal and external trends and ecosystem
• Demonstrate business and team leadership in the day-to-day business decisions & activities, play an active role in supporting and helping the team manage client activities and relationship role modeling winning behaviors.

People Management:

• Hire and retain the best talent to ensure a winning team and create best in class luxury client experiences.
• Continuously train, coach behaviours, and provide feedback to your team to drive performance excellence and elevate client experiences and client relationships across all client touchpoints.
• Continuously communicate 360 brand and business strategies and context to the team and gather inputs from the team on client trends and topics.
• Lead regular cadence of team huddles. Manage performance issues and capability gaps proactively and timely.

Client Experience:

• Continuously elevate the level of client experience delivered by the team through continuous coaching of behaviors
• Closely monitor the quality of the client experiences through the internal assessment (performance excellence program) and external inputs as well as keeping an eye on competition and market best practices
• Address key gaps with specific action plans, partnering closely with the learning team

Execution Excellence and team effectiveness:

• Ensure consistency with established operational procedures. Identify and execute efficiencies and best practices.
• Monitor productivity and schedules of team members and provide inputs / partner with resource planning and manager to optimize team resource allocation as needed to support client demand and sales
• Ensure compliance with all internal control procedures

Experience Required:

• Minimum of 3 years of retail or luxury retail Contact Center experience or relevant customer related experience (e.g., hospitality).
• Proven track record in client relationship building, sales generation, managing the achievement of sales results.
• Team management experience
• Flexibility to work non-traditional hours, including days, nights, weekends, and holidays.
• Proven ability to develop new opportunities and maintain client relationships
• Proficiency with Microsoft Office, Client tracking systems and Point of Sales (POS) system.
• Flexibility to work in various roles based on business needs
• Must have authorization to work in Canada

Desired:

• A college/university degree.
• Proficiency in multiple languages.

The hiring rate for this position ranges from $70,000 - $90,000. The rate of pay offered will be dependent upon candidate's relevant skills and experiences.