Customer Experience Team Lead Supervisor

CUSTOMER EXPERIENCE SUPERVISOR, Pandora AME Omni Operations & Distribution Center

As the largest jewellery brand in the world, we a give a voice to millions of people’s loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives. 
  
Where original thinking is welcomed, and can turn into positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora where you can each craft far more than just an incredible career. 

About the Team: 

As a Team Lead Supervisor, you will lead a team of Customer Experience Representatives who support our Pandora customers. With strong command, relationship management, and workforce operations expertise, you will provide daily support and coaching while monitoring key performance metrics. This person will have a continuous improvement mindset that will assist us in identifying areas of opportunity, process improvements, and ideas to ensure overall customer satisfaction is met. 

The ideal candidate for this role is highly collaborative, self-motivated, proactive, analytical, confident, and innovative. They demonstrate exceptional organizational skills when multiple priorities are involved. You must also possess excellent leadership skills to motivate and inspire your team to achieve their goals while maintaining a positive and productive work environment.

This role is a full-time hybrid position, with three days in the office and two days at home. Candidates who apply must live in the DMV area. 

Your Role as a TEAM LEAD SUPERVISOR: 

•    Monitor all customer communication channels with a heavy focus on log-in compliance, average speed of answer, average handle time, first contact resolution, full resolution time, and schedule adherence
•    Prioritize customer escalations and personally ensure resolution and satisfaction 
•    Collaborate with Quality Assurance and Development Specialists to lead the creation of essential resources like onboarding and training presentations 
•    Analyze contact center data to identify and address performance issues, key contact drivers, trends, etc. 
•    Train and provide representatives with necessary empowerment tools to de-escalate complicated customer interactions 
•    Create enhanced “Voice of Customer” reports and dashboards
•    Assists Manager and Director of Customer Experience with more complex processes, projects, and presentations to be shared with the Executive Leadership Team 
•    Design and deliver effective continuous improvement initiatives that align with Pandora’s strategic direction 
•    Lead the development of standard operating procedures (SOPs), toolkits, and other communication to support our representatives 

Craft your career with us if you have: 

•    Bachelor’s degree in business operations, business management, human resources, or a similar relevant field 
•    6+ years of Customer Service, Success or Experience Management 
•    High level of proficiency with Microsoft Office Suite, Salesforce, PowerBI, IBM, and WMS/LMS programs
•    Excellent interpersonal and written communication skills 
•    Advanced writing, data visualization, and presentation skills  
•    Exceptional time management and decision-making skills 
•    Previous experience with working across global, multicultural teams 
•    Able to demonstrate a high level of confidentiality
•    Bilingual in English, Spanish or French is a plus 

Our Benefits: 

•    We Dare! We offer robust compensation package including base and bonus, a 401K plan to help you secure your financial future  
•    We Care! Pandora offers extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D, anniversary gift cards, recognition program and product discounts! 
•    We Dream! Pandora is fostering growth and crafting opportunities to support the business needs which learning and development programs, continuous feedback, LinkedIn learning, tuition reimbursement and more 
•    We Deliver! PTO Package including: Vacation, Personal, Sick, Birthday, Celebration days and Paid Holidays

About Pandora:  
  
Pandora designs, manufactures, and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.    
 
Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.    
 
Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.  
 
About Pandora NAM: 
 
The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 80 in our Logistics Center in Columbia, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores.  
Today, the USA is Pandora’s single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.