Home Delivery Scheduling Lead

Summary Lead a team of Scheduling Associates in a centralized contact center to facilitate luxury home deliveries of furniture and accessories. Provide coaching, training, and operational support to ensure a world-class customer experience and optimize scheduling performance. Manage workflow, metrics, and escalations while collaborating with internal and external partners to resolve customer issues. Responsibilities Support and lead a contact center environment of 50+ associates, providing training, continuous education, and coaching for Scheduling Associates Motivate and coach associates to deliver an unmatched customer experience throughout the scheduling process Facilitate onboarding and training for new associates and delegate special projects Understand, track, and optimize key metrics to meet or exceed performance standards Support associates with sensitive or dissatisfied customers and collaborate with partners to resolve issues Manage workflow and maintain compliance with company policies and procedures Requirements 3+ years customer service or delivery logistics experience Passion for providing a first-class customer experience and a solution-oriented mindset Self-starter who is proactive, organized, and detail-oriented Resilient under pressure with strong listening, verbal, and written communication skills Strong technical aptitude and comfort navigating multiple systems Ability to work a flexible schedule including weekends and mandatory overtime #J-18808-Ljbffr brobstongroup.com - Jobboard