The posting
Lead, Inspire, and Elevate the Customer Experience At Caleres, our Consumer Care team does more than answer questions. We build loyalty, strengthen our brands, and create experiences that keep customers coming back. In this leadership role, you'll oversee a team of customer service professionals while driving operational performance, process improvements, and exceptional customer experiences. You'll serve as both a coach and a business partner, empowering your team to deliver results while identifying opportunities to enhance efficiency and service quality. 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.
What will you be doing? Lead: Inspire, coach, and develop a team of Consumer Care Associates to deliver exceptional service, exceed performance goals, and grow their careers. Elevate the Customer Experience: Drive first-contact resolution and ensure every interaction is friendly, efficient, personalized, and reflective of our brands. Develop Talent: Create a culture of accountability, trust, recognition, and continuous learning while empowering associates through coaching, feedback, and development opportunities. Drive Performance: Establish clear expectations around quality, productivity, adherence, and customer satisfaction while motivating teams to consistently exceed goals. Own Results: Monitor KPIs, service levels, and performance trends, using data and coaching to improve both individual and team performance. Solve & Support: Manage escalated customer interactions and provide hands-on leadership that helps associates navigate challenges with confidence. Improve: Identify opportunities to streamline processes, leverage technology, eliminate inefficiencies, and continuously improve the customer experience. Partner: Collaborate with Workforce Management, Operations, and cross-functional teams to optimize staffing, service delivery, and business performance. Represent the Business: Build strong relationships with corporate, brand, and internal partners while championing the value of Consumer Care across the organization. Lead the Day-to-Day: Provide operational oversight and leadership coverage across customer service channels while adapting to changing business needs.
Perks you will enjoy! Our Shoe Discounts. No matter your style, we've got your perfect fit covered with a 30% Associate Discount across Caleres brands. Get Paid When You Want. Access your money as you earn it and request your earnings before payday. Career Development and Learning Opportunities. Sharpen your skills with our Learning Database of 12,000+ courses, LinkedIn Learning, and upfront education assistance. Benefits that Start Day One. To learn more details about our total rewards including 401k, health benefits and PTO, visit www.yourcaleres.com. Mental Wellness. Your mental health is important to us, and we offer free, 24/7 confidential support and resources through CompPsych EAP for eligible associates. Relaxed Dress Code. At Caleres, we believe that the right shoes can take you anywhere, and your authentic self is always in style. Feel free to leave your professional attire in the back of your closet! Job Training. We offer an extensive hands-on training program to ensure you're confident in your new role and set up for success. Recognition You Deserve. We value the hard work our associates put in and love to reward them with recognition programs, contests, events, and celebrations. Site Perks. Located near bus and metro stations, our facility features dedicated workspaces, a Grab & Go Market, fitness center, and complimentary coffee and soda.
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.
What makes you a great fit? People-First Leader. You know how to motivate, coach, and develop teams while creating an environment where associates feel valued, supported, and inspired to do their best work. Customer Champion. You're passionate about delivering exceptional customer experiences and empowering others to exceed customer expectations. Performance Driven. You're comfortable managing KPIs, service levels, quality metrics, and performance conversations that drive results. Continuous Improvement Mindset. You proactively identify opportunities to improve processes, increase efficiencies, reduce costs, and enhance the customer journey. Strategic Thinker. You understand how customer experience, operational performance, employee engagement, and business results are connected. Problem Solver. You take initiative, embrace challenges, and confidently lead through change while balancing multiple priorities. Strong Communicator. You build relationships, influence outcomes, and communicate professionally with associates, leaders, and business partners alike. Collaborative Partner. You enjoy working cross-functionally, sharing ideas, and finding solutions that support both customer and business success.
Qualifications
High School Diploma required Some college preferred; Bachelor's degree preferred Retail call center experience preferred Proven experience leading, coaching, and developing teams Experience driving performance, accountability, and employee engagement Strong customer service, troubleshooting, and de-escalation skills Ability to identify and implement process improvements Proficiency in Microsoft Office Suite and business applications Credit and criminal background check required
Physical Requirements and/or Environment
Office/Cubicle
