Supervisor, Customer Service - Call Center

Design Your Future at PVH

Supervisor, Customer Service - Call Center

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DEPT. /DIVISION: PVH Customer Service, NA. / Digital Strategy and Operations 

POSITION REPORTS TO: Customer Service Manager   

LOCATION:  BWO

DATE:   February 2024

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POSITION SUMMARY:

The Customer Service Supervisor position is responsible for hiring, coaching, empowering, and managing Customer Service Representatives (CSRs) and Customer Service Support Specialists (CSSs), ensuring their performance meets brand, company, and department expectations.

The Customer Service Supervisor is adept at handling diverse challenges with patience, quick decision-making, and adaptability. They actively seek innovative solutions, encourage continuous learning, and foster a positive and collaborative team culture.

The department will rely on your attention to detail, your focus on systems and processes, your problem-solving abilities, your clear and concise communication (both written and verbal), and your ability to motivate and impact associates to help deliver world-class customer service for B2C consumers across all PVH Brands for North America: Calvin Klein and Tommy Hilfiger.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

• Supervise and lead a team responsible for customer service inquiries across various contact verticals and brand divisions.

• Drive brand loyalty and retention.

• Execute workforce management tasks such as schedule updates, time off approvals, and shift adjustments to ensure volume trends are met and boost workforce efficiency.

• Provide support to associates of all PVH-owned and operated retail stores for customer service-related issues.

• Track and analyze key metrics, including call volume, average handle time, and first-call resolution.

• Ensure that department key performance indicators (KPIs) are met.

• Monitor contact vertical queues.

• Address scheduling issues and backfill as needed.

• Provide in-the-moment coaching to CSRs and CSSs.

• Keep CSRs and CSS updated on company policies and best practices and ensure they are informed about important changes and initiatives.

• Handle customer escalations and internal executive escalations as necessary.

• Manage consumer contact volume across all contact channels to maintain close connectivity to the consumer experience.

• Work closely with product development managers, store personnel, managers, and district managers.

• Document and communicate coaching opportunities for CSRs.

• Complete monthly quality observations for direct reports and maintain monthly scorecards to track progress (3 per person, per month).

• Analyze data and trends within the quality management process and software to help maximize performance and exceed customer expectations.

• Communicate company and department-wide updates in Monthly Department Meetings/Quarterly Town Halls.

• Track and manage time and attendance for CSRs.

INTERNAL & EXTERNAL CONTACTS:

          

Internal: CS Management, CS Operations, CS Learning & Development, Divisional Buyers and Product Development Managers, Store Personnel, Licensing Department, Store Operations, Sales Audit, IT Store Systems, Inventory Control, Warehouse Teams, Human Resources, Internal Wholesale Departments, Retail Field Organization, Payroll, Traffic Department, and E-commerce Teams

External: Bank of America - Valuelink Gift Cards and BuyPass Terminal, over 55 Divisional Product Licensees, and Warehouse Teams

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SUPERVISORY RESPONSIBILITIES:

Direct:   CSRs, CSSs, Full Time/temp employees

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BUDGETARY RESPONSIBILITIES: Reviewing, adjusting, and approving CSR payroll on a bi-weekly basis.

DECISION MAKING:

• Appropriately handle escalated consumer issues in a positive and professional manner.

• Balance company policy and consumer requests to ensure successful mitigation of issues.

• Exercise sound judgment to find resolutions that are fair to both the consumer and the company.

• Coach CSRs and CSSs on handling consumer interactions.