Gec Team Lead - Remote (Seasonal Contract)

Description & Requirements
This is a remote opportunity open to both candidates in Canada and the United States.
About The Guest Education Centre
The Guest Education Centre (GEC) is lululemon’s contact centre and is our vital frontline connection with our guests through a variety of channels in North America. Our remote GEC Educators handle upwards of 10,000+ interactions per day across 4 channels; phone, live-chat, email, and text.
a Day In The Life
As a GEC Team Lead, you start your day by analyzing efficiency and quality data to identify trends and opportunities for your team's performance. You engage and enroll your GEC Educators in team goals and challenges to drive results. You spend time shadowing your GEC Educators to provide in-the-moment coaching and feedback to elevate their guest experience through quality and efficiency.
You advocate and champion lululemon's learning and development journey framework to identify unique skills, interests, and strengths amongst your team to support individual development plans and career pathway conversations. You also support your GEC Educators through mentorship, coaching, enrollment, and ongoing development conversations to foster a positive and inclusive environment for all employees.
You are a results-driven, collaborative, and proactive leader with a passion for coaching and developing their team members to deliver exceptional guest experiences.
The Role
As a GEC Team Lead, you will

• Monitor and improve Educator efficiency, quality of interactions, attendance, and adherence to company policies
• Have effective communication, strong leadership skills, and the ability to collaborate with cross-functional partners
• Facilitate team development by identifying your direct reports unique skills and interests, providing mentorship, coaching, and facilitating career pathway conversations
• Coach and manage a remote team of Educators who provide support to guests via various channels

Key Responsibilities

• Ability to performance manage a remote team by utilizing performance management techniques to hold each person to reach their full potential
• Facilitates weekly required meetings with Team Leaders and Operations Manager(s)
• Identify people and business trends & opportunities while collaborating strategically with cross-functional partners in the pursuit of shared business outcomes
• Ability to analyze performance data reports daily, weekly, and monthly to identify trends and opportunities to improve your team’s performance

Skills & Qualifications Required

• The ability to hold yourself accountable to reach your full potential
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• A commitment to quality, investing in results and a sense of urgency for executing role responsibilities while prioritizing urgent and important work
• Ability to effectively coach and inspire team members in a remote work setting
• Intermediate to advanced computer skills; this includes proficiency in Microsoft Office Suite and PowerBI, with an ability to type 50 wpm, and strong experience navigating the internet
• Experience leading a team of remote employees and driving key performance indicators
• Experience working with CSAT metrics, with of focus on driving continuous improvement is an asset
• Contact Centre experience preferred
• A commitment to learn, apply, champion, and enrich lululemon’s Business and People Leadership principles
• Ability to create a positive, inclusive, and welcoming team environment

beyond the paycheck
At lululemon, we care for and invest in the whole person. We believe that when life works, work works.

• Time off Work – uninterrupted periods of rest & relaxation and we provide vacation pay and time to eligible employees based on tenure and role
• Full work-from-home hardware setup
• Employee Assistance Program
• Purpose, Vision & Goals program supporting our employees realize their full potential
• People Networks – we create spaces and support for traditionally and historically underrepresented employees to connect, restore and develop
• CAN: $22.95 – $29.00 depending on location & experience
• US: $23.25 - $29.00 depending on location & experience
• Competitive Pay & Bonus based on our pay for performance philosophy
• Set your Schedule - Provide your availability and indicate your preferred working hours based on set working rotation (some restrictions apply)
• Mentorship Program
• Parenthood To-Up Program & Support group
• Health Benefits – comprehensive health, vision and dental packages for eligible employees
• Employee Discount - Our famous employee discount, available online and in-store

work from home requirements

• A private, quiet, distraction-free, workspace with a door you can shut and work without interruption
• Reside and work in a province/state where lululemon operates
• You may be required to use your own hardware (desktop or laptop) for the training period of your employment. After your training is complete, we will provide you with a computer to do your work from home.
• Disciplined work ethic - a self-starter with the ability to work independently in a fast-paced environment.
• Desk space for 1 x 24” monitor, mouse, keyboard, and a mini desktop computer. Minimum: 85cm (2.75') width and 75cm (2.5') depth desk size for 1 monitor setup. Ideal: 120 cm (4') x 75cm (2.5') for 2 monitors

Network Requirements

• Internet Upload Speed of 15 Mbps or greater
• Hotspots, dial-up and wireless connectivity are not acceptable connections.
• Internet Download Speed of 50 Mbps or greater
• Connection has less than 100ms of latency (ping)