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CRC Supervisor
Hermès
Original Job Summary
Overview
The CRC Supervisor at Hermès plays a critical role in leading the Client Relations Center team, ensuring excellent, omnichannel client service for Hermes.com. You will oversee daily operations, provide expert support during escalations and deliver quality service in a high-touch luxury setting.
The Opportunity
In this role, you will guide a team of coordinators by:
- Supervising day-to-day contact volume across phone, email, and chat
- Providing hands-on support and real-time coaching for quality service
- Reviewing performance data and identifying areas for improvement
- Collaborating with Training, eCommerce and Leadership teams
- Participating in hiring, onboarding, and mentoring new staff
Key Responsibilities
You will act as a third escalation point for complex cases, perform quality assurance, and foster a client-first culture. Flexibility to work weekends is required.
About You
Required qualifications include at least 3 years of contact center experience, excellent communication skills, proficiency in Microsoft Office and a collaborative spirit. Knowledge of French is a plus.
Compensation & Benefits
The annual salary range is between $66,560 and $77,653. Hermès offers attractive benefits including bonus incentives, comprehensive health plans, 401(k), generous PTO, and more.
Key skills/competency
Client Service, Leadership, Quality Assurance, Coaching, Communication, Escalation, Omnichannel, Data Analysis, Process Improvement, Microsoft Office
How to Get Hired at Hermès
🎯 Tips for Getting Hired
- Customize your resume: Highlight contact center and leadership experience.
- Research Hermès culture: Study their heritage and values online.
- Tailor your application: Emphasize luxury client service expertise.
- Prepare for interviews: Practice scenario-based questions and coaching examples.