Ref#: W178825
Department: Sales & Customer Support
City: High Point
State/Province: North Carolina
Location: United States
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.
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.
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
Technically savvy and comfortable using AI tools and prompting techniques to support coaching, decision-making, operational efficiency, and a human-centered customer experience
Leadership experience with a proven ability to motivate, coach, develop talent, and drive team performance
