Our Opportunity:
Chewy is looking for a Manager, Customer Service 2nd Shift to join the best customer service department in America at our Dallas, Texas location. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first mindset is critical for this role.
What you'll do:
- Develop, manage and coach floor leadership to build successful teams that deliver an exceptional customer experience
- Use operational reports to make data-driven decisions around performance management, coaching, career pathing and development of the Customer Service Representative and leaders on your team.
- Collaborate with other managers to establish and build SOPs for existing processes and procedures.
- Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce
- Maintain and execute new leadership onboarding initiatives to enhance the career pathing
- Deliver world-class customer service through monitoring and coaching teammates
- Champion a world-class Employee and Customer experience
- Promote employee Engagement
- Facilitate career development among team members
- Delivery of service level, coaching, budget (overtime, handle time, etc) and other key metrics
- Ensure Attendance and Adherence expectations are met
- Partner with workforce planning teams to deliver around-the-clock support
- Actively participate in hiring and development of support and mentor staff members
- Partner across teams and departments for process improvement
- Goal setting with peers
- Partner with Teammates to agree on and monitor Performance plans
- Participate in and lead customer experience calibration sessions
- Conduct regular evaluations and provide performance and behavior feedback to Teammates
- Coach for consistent improvement
- Compliance to Key Controls, timekeeping and other policies
- Demonstrate and model Chewy behaviors
- Execute Leadership strategies and tactics
What you'll need:
- 5+ years of multi-channel contact center management experience (Customer Service strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams in 300+ headcount environments
- Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges
- Proven coaching skills that can impact both front-line agents and floor leadership
- BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
- Strong computer and internet proficiency in a technology-driven environment
- Proficiency in MS Office suite (Excel is a must)
- Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group
- Position may require travel.
Bonus:
- Preferred, but not required experiences, tools, attributes, etc.
- Bi-Lingual English Spanish
- Previous Contact Center Experience
- Leadership/ project management certification (6 sigma)
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.