Senior Customer Service Manager

  • Contract: Full-time

Job Description

Wayfair is looking for a Senior Customer Service Manager with a track record of building great teams and developing high performing managers. The right candidate will have a strong sense of urgency and the ability to improve operational efficiency through process improvement. Other critical factors for this role include great problem-solving skills and the ability to think outside the box to resolve customer issues.

Responsibilities

  • 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
  • Effectively 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
  • Effectively respond to escalated customer service issues to ensure proper resolution

Skill Requirements

  • 5+ years of service management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams. Email and Chat experience preferred
  • 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
  • Flexibility with schedule
  • Proven ability to close performance gaps
  • Proven ability to multi-task

About the Company

Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, dcor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes from product discovery to final delivery.

How to apply

Apply for this job online using the link below.

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