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Ref #
W178825
State/Region
North Carolina
Department
Sales & Customer Support
근무지 명칭
United States
City
High Point

COMPANY DESCRIPTION

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

POSITION OVERVIEW

Ralph Lauren Corporation is a leader in the design, marketing and distribution of premium lifestyle products in four categories: Apparel, home accessories and fragrances. For 50 years, Ralph Lauren’s reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. 

 

Purpose and Scope of Position: 

The Contact Center Supervisor is responsible for fostering a human centered, AI environment built on empowerment, accountability, and high performance. This role is focused on coaching and developing Customer Service Representatives while leading within a human-centered, technology-enabled contact center. The ideal candidate demonstrates strong technical acumen, including the ability to effectively leverage AI tools and prompting techniques, and can motivate and influence associates to deliver exceptional quality, achieve performance metrics, and consistently provide legendary customer service that elevates our brand.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

Lead and oversee a remote team of Customer Service Representatives, ensuring service excellence through ongoing monitoring of customer interactions, trend analysis, and timely intervention to address improvement opportunities. Provide coaching and development that strengthen performance across all customer service functions and support the achievement of key business objectives. Manage performance through clear expectations, regular feedback, and timely accountability measures that support associate growth and results. Demonstrate strong technical acumen and the ability to effectively lead within a human-centered AI contact center environment, leveraging technology to enhance associate performance and elevate customer experience. Analyze performance metrics to inform both immediate priorities and long-term goals, while serving as a customer advocate by escalating issues as appropriate to enhance the overall customer experience. 

 

Establish individual development goals for each associate and hold them accountable for performance expectations. Support career development by identifying growth opportunities, encouraging skill-building, and guiding associates in their professional advancement. Additional responsibilities include documenting and delivering corrective action plans and performance coaching in a timely manner to drive results, evaluating associate performance through mid-year and annual reviews to assess progress, and partnering with the staffing agency to address performance-related issues as needed. 

 

Manage and resolve complex or escalated customer service issues, exercising sound judgment to determine and implement the most effective resolution. Communicate policy and procedural changes clearly to ensure consistent understanding and adherence to established processes. Contribute to a range of Contact Center projects and new initiatives in support of operational priorities. 

 

Partner closely with the Workforce team to monitor business needs and ensure key operational performance metrics are achieved. Proactively identify and resolve issues that may negatively impact service levels or customer experience. 

 

Maintain consistent daily communication and engagement with team members through channels such as Microsoft Teams, email, and phone to provide visibility, direction, and remote support. Conduct monthly team meetings to communicate critical business and policy updates, while fostering an open forum for feedback. Actively recognize and celebrate individual and team achievements to support engagement and morale. 

 

Identify training needs, facilitate development opportunities, and implement continuous improvements that enhance individual and team performance. 

Participate in the hiring and selection process for new Customer Service Representatives and additional seasonal roles. Provide training and onboarding support for new hire classes and the implementation of new business initiatives. 

 

Perform other duties as assigned by the manager based on business needs.

EXPERIENCE, SKILLS & KNOWLEDGE

  • Proficient in Microsoft Office tools, including Excel, Word, Outlook, and PowerPoint, with strong overall technical aptitude and the ability to quickly learn and apply new systems and technologies 

  • Demonstrates strong interpersonal, coaching, and leadership skills, with the ability to motivate associates, manage associate relations issues with professionalism, and influence performance across both contact center and store support environments 

  • Ability to plan, organize, and successfully coordinate multiple priorities to meet deadlines and deliverables 

  • Strong problem-solving and decision-making skills, with the ability to adapt quickly in a fast-paced, technology-enabled environment 

  • Excellent written and verbal communication skills, including the ability to communicate clearly and professionally with internal and external customers 

  • Ability to maintain sound judgment, strict confidentiality, and handle sensitive matters with discretion 

  • Technically savvy and comfortable using AI tools and prompting techniques to support coaching, decision-making, operational efficiency, and a human-centered customer experience 

  • Displays exceptional customer service skills with a passion for elevating the customer experience and developing others to do the same 

 

Experience: 

  • Experience with business processes and procedures related to e-commerce and multi-channel customer access  

  • Two or more years of experience in the daily operations of an inbound Customer Contact Center is preferred  

  • Leadership experience with a proven ability to motivate, coach, develop talent, and drive team performance  

  • Previous experience in the Seasonal Team Coordinator role or equivalent experience 

  • Experience using AI tools and prompting techniques to support coaching, decision-making, and operational effectiveness in a customer service or contact center environment 

 

Work Conditions: 

  • Ability to work varied hours including weekends and holidays as dictated by business needs 

  • Ability to work on site & attend in-person events, as required by the business 

  • Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components 

  • Ability to sit for extended periods of time 

 

Schedule: 

  • Days off vary, based on business needs 

  • 40 hours shift (Peak – extended hours which may vary) 

  • 11:30 AM – 8:00 PM Monday – Friday 

 

  • 10:00 AM – 6:30 PM Saturday and Sunday  

Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws. Please note background checks will be evaluated individually.
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