Team Lead, Consumer Beauty

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Lead, Consumer Beauty to provide front-line direction to our Consumer Beauty Advisors, ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training, and career pathing plans.

As Team Lead, Consumer Beauty, You Will…

• Manage and supervise Consumer Beauty Advisors.
• Ensure proficient training, professional development, and employee engagement are sustained in order to prepare, grow, and retain employees.
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements.
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas.
• Use critical thinking to develop solutions to improve business performance and partner success.
• Motivate teams through relationship building and real-time coaching.
• Develop incentive programs to motivate Consumer Beauty Advisors to achieve desired outcomes.
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team.
• Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues.
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings.
• Gain expert-level knowledge on all partner products and promotions.
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes.
• Act as a role model and exemplify our 10 Things (cultural values).
  
  

As Team Lead, Consumer Beauty, You Have…

• High school diploma or equivalent (required).
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered).
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role.
• Experience in the beauty industry, specifically in hair care, hair color, cosmetics, and skincare, or a proven knowledge of beauty products.
• Experience dealing with escalated issues in a contact center capacity.
• English Proficiency, voice and written communication.
• The ability to type 35 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset.
• The ability to use spreadsheet applications to maintain and develop operational reporting.
• Exceptional time management, organizational, and prioritization skills to complete work promptly.
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.
• The ability to work a variety of shifts, including days, evenings, and holidays.
• The understanding that you will be working on site at our state-of-the-art campus in Athens, Greece.
  
  

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.