Intraday Team Lead | Remote (Contract)

Description & Requirements
This role is open to remote candidates in Canada and the US.
who we are
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 Intraday Team Lead is responsible for the daily management and performance of Intraday Supports and the real time management of the Guest Support queues to optimize SLA's. They are passionate about people development and thrive at building connection. They work with the Intraday Manager & Workforce Management team to meet daily service level and budget goals, ensure accurate staffing based on incoming volume, and provide front line support for any GEC outages or unplanned events. This role delivers performance analysis on Guest Support Schedules, projects and supports with operational changes.
Key Responsibilities

• Responsible for the maintenance and optimization of the systems used by Intraday Supports (Verint, Smartsheet, ServiceNow, & PowerBI)
• Builds daily schedules for Intraday Supports while tracking and approving time off requests
• Supports vendor relationship, processes and system changes associated with workforce management software and outsourced agents
• Manages the development and delivery of projects, including any change management required
• This role is responsible for working cross-functionally with the Guest Support leadership, Technology, Workforce Management, and Training to solve operational challenges related to floor performance
• Responsible for assessing and managing Intraday Supports performance including performance improvement plans and formal performance reviews
• Provides performance management outputs and guest trends to GEC Team Leads and Operations Managers to support Educator performance
• Onboards and trains new Intraday Supports on the team and maintains training documentation
• Provides 1:1s, coaching, development, and mentorship to Intraday Supports, who leverage real time analytics to optimize staffing levels to support SLAs, capture shrinkage, adjusting staffing coverage, supporting Educator schedule requests, and deliver qualitative & quantitative Guest Support performance to leadership
• Completes other duties and projects as assigned

Qualifications

• 1-2 years people leadership experience preferred
• Demonstrates sound judgment and strong decision-making abilities
• Strong organizational and multitasking skills, while balancing changing priorities
• Ability to maintain composure during difficult or high-pressure situations and understands the importance of privacy when dealing with sensitive information
• Intermediate to advanced computer skills including proficiency in Microsoft Office and advanced Excel skills
• Able to see trends through transferable knowledge and communicate them effectively
• Enjoys working with data and transforming numbers into actionable insights
• Excellent verbal and written communication
• Experience with workforce management software (Verint preferred) and contact center industry experience
• Able to lead others and create strong working relationships within a remote team

Our Must-haves

• Thrives in a rapidly evolving, ambiguous work place
• Responsible and dependable with utmost integrity
• Coachable, adaptable, and open to change
• Friendly, upbeat, optimistic, and authentic

Schedule

• Convert times for HST, MST, CST, AST, EST
• Our guests and Intraday Supports 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 should be available to work one weekend day.
• Shift times range from 5am to 9pm PST on weekdays and 6am to 6pm PST on weekends.
• As a GEC Intraday Team Lead, you can operate out of any North American time zone.

Work From Home Requirements

• Hotspots, dial-up and wireless connectivity are not acceptable connections.
• A quiet, distraction-free, home office with a door you can shut. A living room or kitchen are not acceptable workspaces.
• Internet Speed: Have at minimum 50 Mbps or greater
• Reside and work in a province/state where lululemon operates.
• Recommended connection should have less than 120ms of latency (ping)
• Disciplined work ethic - a self-starter with the ability to work independently in a fast-paced environment.

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

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