lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.
About this team
The Guest Education Centre (GEC) is the contact center for lululemon. With offices in Vancouver, BC and Mississauga, ON, and a growing Work from Home (WFH) program, we are a vital frontline connection with our guests. Most people call them customers, but because we create an inviting environment, we call them guests.
A day in the life
As a Work from Home team lead at the GEC, you manage, coach, support, and elevate a group of educators to deliver a world-class guest experience while resolving guest concerns quickly and with a sense of urgency. You are responsible for supporting each team member in achieving performance and development goals. You do this through mentorship, coaching, development plans and enrolment which ultimately ensures the GEC is meeting our service levels and our team can contribute to our exceptional guest experience. This role is for you if you love to lead a team to success by creating goals and strategies to drive results for operational efficiencies and employee engagement.
Key Responsibilities
- Leads, coaches, and supports a team of educators who are responsible for providing a world-class guest experience through phone, email, chat and any future channels.
- Responsible for driving results through team performance by setting goals, shadowing educators, and creating strategies for efficiencies and quality interactions.
- Responsible for mentoring and developing team members to drive strong performance and future talent growth for the organization.
- Responsible for ensuring team members are meeting their role expectations beyond KPI’s; reading communications, adhering to scheduling, completing learnings/trainings and more.
- Responsible for providing daily support to educators by answering questions, troubleshooting and providing guidance to ensure the GEC meets daily service level goals.
- Responsible for maintaining a highly engaged team through our employee engagement philosophy.
- Participates in ongoing development, career pathway and performance conversations with operations manager to develop skills that support with job performance.
- Actively contributes to an inclusive work environment through our IDEA initiatives and priorities.
- Responsible for engaging, participating in and facilitating GEC weekly meetings and learning sessions.
- Responsible for performing additional tasks and assignments as required, that support our internal partners in delivering initiatives to our team members.
Qualifications
- 1-2 years supervisor experience preferred.
- excellent leadership skills with the ability to coach and train employees.
- strategic problem solver with an operational and creative mindset.
- strong organizational and multitasking skills, attention to detail is a must.
- strong time management skills and ability to prioritize tasks; able to work well under pressure and meet deadlines.
- business acumen and holistic thinking.
- excellent verbal and written communication.
- intermediate to advanced computer skills; this includes proficiency in Microsoft Office.
- able to see trends through transferable knowledge and communicate them effectively.
- able to understand numbers and reports.
- bilingualism (French/English) is an asset.
Work from Home Requirements
- A quiet, distraction-free, home office with a door you can shut. A living room or kitchen are not acceptable workspaces.
- Reside and work in a province/state where lululemon operates.
- Internet Speed: Have at minimum 50 Mbps or greater
- Recommended connection should have less than 120ms of latency (ping)
- Hotspots, dial-up and wireless connectivity are not acceptable connections.
- Disciplined work ethic – a self-starter with the ability to work independently in a fast-paced environment.
Schedule
- As a GEC Work from Home team lead, you can operate out of any time zone.
- Shift times range from 5am to 9pm PST on weekdays and 6am to 6pm PST on weekends.
- Convert times for HST, MST, CST, AST, EST
- Our guests and your educators lead lives outside the standard 9-5 and we are right there with them. As a team lead, you will work 40 hours a week and are available to work one weekend day.
Must haves
- Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
- Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
- Communicates with honesty and kindness, and creates the space for others to do the same.
- Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
- Fosters connection by putting people first and building trusting relationships.
- Integrates fun and joy as a way of being and working, aka doesn’t take themselves too seriously.
Apply Now
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