What You'll Do
- Develop, manage and coach managers of inbound teams to build successful teams and deliver an exceptional customer experience.
- Analyze team performance to drive improvement in KPIs and close performance gaps.
- Make decisions about business policies, managing risks and resolving employee issues.
- Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives.
- Identify training gaps and partner with support teams to improve performance.
- Hold regular meetings to discuss performance trends and pass on corporate and local initiatives.
- Interview and recommend candidates for hire.
- Coordinate and implement bonus, reward and recognition programs to drive both group and individual performance.
- Take corrective action to manage performance as appropriate.
- Respond to escalated customer service issues to ensure proper resolution.
What You'll Need
- 5+ years of service management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams.
- 3+ years of experience in call centers with 100+ employees.
- Ability to adapt to changing environments and “roll up your sleeves” – this role is very “hands on”.
- Proven coaching skills that can impact both front-line agents and develop supervisors.
- BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree).
- Strong Internet / PC skills – comfortable and proficient in a technology-driven business.
- Proficiency in MS Office suite.
- Outstanding oral and written communication skills.
- Proven ability to close performance gaps.
- Proven ability to multi-task.
- Email and Chat experience preferred.
- Flexibility with schedule.
- Ability to use a computer keyboard, computer screen, telephone headset, & telephone system.
- Ability to handle stressful customer interactions via telephone and email.
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.