Manager - Critical Resolution Team
A day with this team is never the same and is constantly evolving as the business grows. We are the highest point of Customer Service within Europe and we resolve and repair customer relationships from purchase to delivery. We are the window between our Operations department and our customers, proactively creating solutions to turn the experience around while relentlessly advocating on behalf of our customers throughout Wayfair UK and Wayfair Germany. The team manage:
- Mass Error Outreaches
- 2nd Tier Escalations
- Multiple Order Issues
- Account Deletions
- Office Returns
- Account Takeovers
- Crisis Management
What You'll Do
- Manage a team of 10-12 agents at varying skill levels
- Supervise CRT agents who own orders with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, and any other issues that may arise from the pre or post order process.
- Help agents meet customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty.
- Analyze incoming requests for Mass Error outreaches and facilitate effective resolutions to ensure customer satisfaction
- Make recommendations and/or takes corrective action to manage performance as appropriate
- Work closely with Human Resources and Senior Leadership to address and resolve employee issues
- Effectively interview and recommend candidates for hire if needed
- Integral part of the disciplinary and termination process
- Provide extensive coaching, counseling and managing performance
- Analyze trends based on historical data to close performance gaps
- Conduct side-by-side observations and quality assurance reviews
- Coach and develop agents in soft skills, handling multiple streams of incoming workload and service techniques
- Provide assistance in responding in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
- Provide back-up support by taking calls/emails/social mentions during staffing shortages, high volume activity or as needed
- Perform other job-related duties as assigned by the Company and/or your director or manager
What You'll Need
- 1.5 yrs time in a similar role (minimum)
- Strong Project Management and Prioritization skills
- Experience with Excel, SQL Management Studio or Big Query.
- Excellent problem solver with a proven track record of driving results
- A competitive spirit and drive to succeed
- Outstanding oral and written communication skills
- Proven ability to close performance gaps
- Proven ability to multitask
- Positive, people-oriented, and enthusiastic
- Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.