At Wayfair, we believe deeply that the "right" people are our greatest asset. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined and won't take "no" for an answer. We value team players, people who are more concerned with what's right, rather than who's right. We are passionate about our customers and work to delight them on every interaction with Wayfair.
As a Senior Manager you will report to an Associate Director, be in a highly visible, cross functional and impact heavy role managing upwards of 70+ agents in a virtual environment. If you have an interest in constantly improving customer & agent experience, thrive in fast paced entrepreneurial environments, are organized and detail oriented, and have solid communication and relationship building skills then we encourage you to apply!
What You'll Do
- Drive the overall performance of the sales organization including; service levels and customer satisfaction
- Lead a staff of 70+, through developing, overseeing, and coaching of managers of frontline phone sales teams
- Analyze team performance to drive improvement in KPIs and close performance gaps
- Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
- Identify training gaps and partner with onsite training and support teams to improve performance
- Effectively screen candidates and provide recommendation of candidates for hire
- Coordinate and implement bonus, reward, and recognition programs to drive both group and individual performance
- Drive employee engagement and foster a positive and productive culture through enthusiastic leadership in a virtual environment
- Collaborate with the cross-functional Leadership team to proactively prioritize agent and customer needs so that any escalations are satisfied with immediate resolution
What You'll Need
- 5+ years of sales or 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 is a preferred but not required
- Ability to set strategy and follow through on tactical implementation and execution of strategic initiatives
- Ability to adapt to changing environments and effectively manage change by providing hands on enthusiastic leadership
- Proven coaching skills that can impact both front-line agents and develop supervisorial leaders
- Ability to use data and analysis to drive decision making
- Ability to thrive in a fast-paced and dynamic environment
- Ability to work PST
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.