GEC Team Lead

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006797

Burnaby, British Columbia, Canada

As a Team Lead at the GEC, you will supervise a wicked group of educators and are responsible for their performance, coaching and formal reviews.  You are responsible for leading the GEC floor; a maverick when it comes to delegating, providing in-the-moment feedback, following up on outstanding issues.
 
Responsibilities
 
Communications
  • Reports to the Operations Manager, GEC
  • Communicates with regional and store managers, and key partners at the SSC and DCs
  • Manage the GEC Educators

Operations

  • Ensures we deliver on all our service levels through effective floor leadership
  • Provide input and recommendations on how to improve existing processes
  • Accountable for the development of the educators and fellow team leads to ensure the successful delivery of the lululemon athletica culture, philosophy, values, and product education
  • Ability to view issues in a non-emotional  manner, providing clarity for parties involved
  • Is an entrepreneur; makes decisions and takes calculated risks
  • Meet with each educators periodically (i.e.: biweekly) to review and set goals and for performance coaching
  • Participate in GEC Leadership Team meetings to discuss success and opportunities
  • Represent the GEC at conferences and cross-functional meetings, as required
  • Excellent leadership skills with the ability to coach, mentor, and motivate a team
  • Runs the day-to-day operations of the department and can manage the team in the absence of the GEC Manager and GEC Operations Managers
  • Oversees the execution of certain deliverables on the GEC 80/20 checklist, as delegated by the GEC Operations Managers and GEC Manager
  • Monitors and evaluates interaction quality and tracks GEC Educator bonus metrics
  • Responsible for all performance management for their educators including performance improvement plans and formal scorecard reviews
  • Under the direction of the Manager and Operations  Managers, performs other tasks as required
  • Contributor to GEC BBO(s)
Skills and Qualifications
  • Proven ability to develop and foster a strong team environment
  • Excellent team player and ability to work independently
  • Upbeat, optimistic, passionate, friendly, and authentic
  • Responsible and dependable
  • Pro-active and solution-oriented with out-of-this-world problem-solving skills
  • Innovative and insightful around their responsibilities and how to improve them
  • Customer service experience
  • Excellent organizational and time-management skills with the ability to multi-task
  • Excellent English communication skills – verbal and written
  • Intermediate to advanced computer skills; this includes proficiency in Microsoft
  • Office, an ability to type quickly and accurately, and a strong experience on the www
  • High School Diploma required
  • Post-secondary education is an asset
  • Bilingualism (French/English) is an asset
Work Hours
  • Must be available to work call centre hours (currently between 5am – 10pm) and one weekend day per week. This position works 40 hours per week.