Call Center Supervisor

Hybrid is preferred however the team is open to remote for an experienced call center leader. 

At David’s Bridal, we empower our customers and our employees to stay true to their dreams and find the one, whether that means the wedding dress that matches her personal style—or the career that’s a perfect fit.   We’re looking for leaders with diverse backgrounds and fresh ideas to help create a uniquely personal retail experience.

Join a company that dominates the products in their category – 1 out of 3 being sold by them and taking care of them with one of the highest customer service scores in retail!

We Make Dreams Happen!

The Contact Center Supervisor is responsible leading day to day and long-term customer service and sales initiatives to ensure superior service, foster employee engagement, drive revenue and manage expenses. 

Essential Job Functions: 

• Drive employee engagement and performance through leading and developing the Agents on your Team. (15%)
• Provide consistent behavioral coaching, feedback, and follow-up to team members, including formal corrective action (20%)
• Coordinate, Supervise, and is accountable for the daily/weekly/monthly tracking of team members dependability, performance, and administrative duties. (10%)
• Set priorities/goals for their team to ensure task completion, and performance goals & KPI’s are met (20%)
• Identify and resolve operational problems using defined processes, expertise and judgment (5%)
• Provide expertise and customer service support to team members and customers, on a daily basis. (20%)
• Partner with cross-functional teammates to collaborate and develop solutions to overall business problems (5%)
• Must be able to work evenings, weekends and scheduled open holiday shifts  
• Contributes to the team effort by accomplishing related results as needed (10%) 

Physical Demands: 

• Ability to communicate promptly and accurately via computer, telephone, or similar device with or without assistive technology
• Ability to perform sedentary work 

Education & Credentials:

• High School degree required; Bachelor’s degree preferred.  Equivalent experience may be considered.
• 1+ years’ experience in operational leadership
• 1+ years’ experience in contact centers
• Retail experience preferred 

Skills:

• Working knowledge of Microsoft Office software package
• Working knowledge of CRM tools preferred
• Ability to apply leadership and strategic thinking skills to drive transformation initiatives targeting process efficiency and cost reduction, and involving people, processed and technology changes
• Demonstrated change management skills
• Developed leadership competencies including critical thinking, team building, innovation, and strong communication skills
• Analytical skills with demonstrated ability to break down and solve business problems

Now that we’ve popped the question, please say “I do”.

Full Time Opportunity – A comprehensive benefits package is available.

• Rewarding Environment and Competitive Pay
• Generous Team Member Discount After First Pay Period
• Dayforce Wallet – Get Paid Early!
• Health/Dental/Vision Insurance
• 401K Program
• Paid Vacation, Sick Days & Holidays
• Pet Benefits

Love wins when love is for Everyone!

Our mission at David’s Bridal is to embrace the ideas of Diversity, Equity, and Inclusion. It is our goal to build a workforce that is as representative as the customers we serve. We vow to create a culture where all forms of diversity are celebrated and seen as valuable.  
 

David’s Bridal encourages applications from all qualified candidates. David’s Bridal has a great record of accommodating persons with disabilities. Contact Human Resources at humanresources@dbi.com or 610.943.6200 if you need accommodation at any stage of the application process or want more information on our accommodation policies.

Disclaimer: The preceding job description has been designed to highlight the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive description of all duties, responsibilities and qualifications required of employees assigned to this job.  Actual duties and responsibilities will vary. The standard base pay range for this role is posted with a minimum and maximum rate.

The starting rate of pay offered will vary based on factors including but not limited to, position offered, location, training, and/or experience, and internal equity. This base pay range of $52-78K  is specific to the state this role is posted in and may not be applicable to other locations. At David’s Bridal, it is not typical for an individual to be hired at the high end of the range in their role, and compensation decisions are dependent upon the details and circumstances of each position and candidate