Assistant Manager, Consumer Care

Lead, Inspire, and Elevate the Customer Experience

This role is ideal for a leader who thrives in a fast-paced environment, enjoys developing talent, and is motivated by delivering continuous improvement and business impact.

Whatwillyoubedoing?

Lead:Inspire,coach,anddevelopateamofConsumerCareAssociatestodeliverexceptionalservice,exceedperformancegoals,andgrowtheircareers.

ElevatetheCustomerExperience:Drivefirst-contactresolutionandensureeveryinteractionisfriendly,efficient,personalized,andreflectiveofourbrands.

DevelopTalent:Createacultureofaccountability,trust,recognition,andcontinuouslearningwhileempoweringassociatesthroughcoaching,feedback,anddevelopmentopportunities.

DrivePerformance:Establishclearexpectationsaroundquality,productivity,adherence,andcustomersatisfactionwhilemotivatingteamstoconsistentlyexceedgoals.

OwnResults:MonitorKPIs,servicelevels,andperformancetrends,usingdataandcoachingtoimprovebothindividualandteamperformance.

Solve&Support:Manageescalatedcustomerinteractionsandprovidehands-onleadershipthathelpsassociatesnavigatechallengeswithconfidence.

Improve:Identifyopportunitiestostreamlineprocesses,leveragetechnology,eliminateinefficiencies,andcontinuouslyimprovethecustomerexperience.

Partner:CollaboratewithWorkforceManagement,Operations,andcross-functionalteamstooptimizestaffing,servicedelivery,andbusinessperformance.

RepresenttheBusiness:Buildstrongrelationshipswithcorporate,brand,andinternalpartnerswhilechampioningthevalueofConsumerCareacrosstheorganization.

LeadtheDay-to-Day:Provideoperationaloversightandleadershipcoverageacrosscustomerservicechannelswhileadaptingtochangingbusinessneeds.

Perksyouwillenjoy!

OurShoeDiscounts.Nomatteryourstyle,we'vegotyourperfectfitcoveredwitha30%AssociateDiscountacrossCaleresbrands.

GetPaidWhenYouWant.Accessyourmoneyasyouearnitandrequestyourearningsbeforepayday.

CareerDevelopmentandLearningOpportunities.SharpenyourskillswithourLearningDatabaseof12,000+courses,LinkedInLearning,andupfronteducationassistance.

BenefitsthatStartDayOne.Tolearnmoredetailsaboutourtotalrewardsincluding401k,healthbenefitsandPTO,visitwww.yourcaleres.com.

MentalWellness.Yourmentalhealthisimportanttous,andweofferfree,24/7confidentialsupportandresourcesthroughCompPsychEAPforeligibleassociates.

RelaxedDressCode.AtCaleres,webelievethattherightshoescantakeyouanywhere,andyourauthenticselfisalwaysinstyle.Feelfreetoleaveyourprofessionalattireinthebackofyourcloset!

JobTraining.Weofferanextensivehands-ontrainingprogramtoensureyou'reconfidentinyournewroleandsetupforsuccess.

RecognitionYouDeserve.Wevaluethehardworkourassociatesputinandlovetorewardthemwithrecognitionprograms,contests,events,andcelebrations.

SitePerks. Locatednearbusandmetrostations,ourfacilityfeaturesdedicatedworkspaces,aGrab&GoMarket, fitness center,andcomplimentarycoffeeandsoda.

Preferred Qualifications & Education

• Retail call center experience preferred 
• One year customer service or retail experience 
• High School diploma with some college (college degree preferred) 
• Note: This position requires a credit and criminal background check 

• Proven ability to coach and develop staff 
• Proven ability to manage staff to achieve expectations 
• Proven ability to make recommendations to improve processes 
• Ability to develop and motivate a team 
• Excellent  oral, written and interpersonal communication skills 
• Superb listening, probing and de-escalation skills 
• Excellent phone skills, customer service skills and troubleshooting expertise 
• Ability to work independently, organize and prioritize work load, meet deadlines and utilize a degree of creativity and latitude to accomplish goals 
• Understanding of business implications of decisions 
• Adapts quickly in a fast paced, changing environment 
• Practice strong attention to detail, follow up, multi-tasking and organizational skills 
• Ability or experience to manage to performance standards 
• Required: Proficient in Microsoft Office Suite; Intermediate PC, Window, Internet, data entry and typing skills.  

Whatmakesyouagreatfit?

People-FirstLeader.Youknowhowtomotivate,coach,anddevelopteamswhilecreatinganenvironmentwhereassociatesfeelvalued,supported,andinspiredtodotheirbestwork.

CustomerChampion.You'repassionateaboutdeliveringexceptionalcustomerexperiencesandempoweringotherstoexceedcustomerexpectations.

PerformanceDriven.You'recomfortablemanagingKPIs,servicelevels,qualitymetrics,andperformanceconversationsthatdriveresults.

ContinuousImprovementMindset.Youproactivelyidentifyopportunitiestoimproveprocesses,increaseefficiencies,reducecosts,andenhancethecustomerjourney.

StrategicThinker.Youunderstandhowcustomerexperience,operationalperformance,employeeengagement,andbusinessresultsareconnected.

ProblemSolver.Youtakeinitiative,embracechallenges,andconfidentlyleadthroughchangewhilebalancingmultiplepriorities.

StrongCommunicator.Youbuildrelationships,influenceoutcomes,andcommunicateprofessionallywithassociates,leaders,andbusinesspartnersalike.

CollaborativePartner.Youenjoyworkingcross-functionally,sharingideas,andfindingsolutionsthatsupportbothcustomerandbusinesssuccess.

Qualifications

• HighSchoolDiplomarequired
• Somecollegepreferred;Bachelor'sdegreepreferred
• Retailcallcenterexperiencepreferred
• Provenexperienceleading,coaching,anddevelopingteams
• Experiencedrivingperformance,accountability,andemployeeengagement
• Strongcustomerservice,troubleshooting,andde-escalationskills
• Abilitytoidentifyandimplementprocessimprovements
• ProficiencyinMicrosoftOfficeSuiteandbusinessapplications
• Creditandcriminalbackgroundcheckrequired

Physical Requirements and/or Environment

• Office/Cubicle