Polo 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 more than 40 years, Polo's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets.

Job functions and responsibilities include:

• Promotes quality achievement and performance improvement throughout the Contact Center.
• Provides on-going coaching, feedback and development to Quality Assurance Analysts. Completes goal setting and performance reviews for each individual on team.
• Ensures that Quality Assurance Analysts create individual action plans for improvement.
• Maintains consistent quality communication with team, peers and manager.
• Communicates regularly through meetings, feedback sessions and written communication to ensure two-way communication of information regarding company and departmental news, policies and procedures, employee feedback, and ideas/recommendations.
• Manages the Contact Center quality monitoring process to ensure all groups are provided consistent QAA support including new hires, CSR I, CSR II, Floor Coordinators and the Email Focus Group. Partners with Team Managers to review and discuss individual performance of each CSR.
• Reviews and makes recommendations for enhancements to the coaching form guidelines to ensure the quality expectations are clearly outlined for the entire Contact Center.
• Ensures that quality reporting for the Contact Center and individual agents is maintained.
• Regularly reviews BizRate performance and KPIs and drives for improvement through process modification, new technology implementation, etc.
• Interacts with Training to ensure that knowledge gaps are minimized during the New Hire Inspirations training.
• Benchmarks competitors to determine best practices and areas for improvement.
• Supports LEAP initiative by driving award and recognition activities.
• Provides input and direction on weekly contact calibration sessions with the Contact Center management team. Makes recommendations and implements improvements to calibration that improves deviation scores and overall consistency.
• Promotes a variety of coaching techniques based on the individual to help them achieve improved performance.
• Provides coaching support during peak season by monitoring, evaluating phone and email contacts and delivering feedback to Customer Service Representatives. Assists as needed by taking customer phone calls, responding to customer emails and/or answering associate questions, based on business needs.
• Maintaining sound judgment and confidentiality is a must.
• Participates in projects as assigned.
• Other duties as assigned.

JOB REQUIREMENTS:

Position Requirements include:

• College degree preferred.
• Minimum of 2 years of Contact Center management experience, preferably in a high touch Ecommerce environment is desired.
• Experience using a Quality Monitoring system such as Witness/Verint.
• Experience in managing/contributing on quality monitoring initiatives.
• Experience in providing feedback, setting goals and action plans with Customer Service Representatives.
• Outstanding oral and written communications skills.
• The desire to go above and beyond to support the delivery of the Legendary Customer Experience. Superior project management and organizational skills.
• Ability to manage multiple projects and tasks simultaneously with minimal supervision.
• Ability to motivate and provide career development to others.
• Ability to further promote and support the culture and inspire CSRs.
• Ability to work well with others, at all levels in the Contact Center.
• Strong computer and technology skills are required, including proficiency with MS Office.
• Must be able to work weekends, evenings and holidays.

Work Conditions:

• Ability to work varied hours as business needs change
• Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components.
• Ability to sit, stand and walk for extended periods of time

Polo Ralph Lauren is an equal opportunity employer. We offer dynamic career opportunities with growth potential and a generous company discount To apply for this position, please copy and paste the following link into your browser address bar: http://poloralphlauren.contacthr.com/20745407