Senior Virtual Customer Service Manager

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

Qualifications:

  • 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

 Essential Job Functions:

  • Ability to alternate sitting and standing throughout an 8 hour period, and sometimes longer
  • Ability to use a computer keyboard and computer screen
  • Ability to use a telephone headset and telephone system
  • Ability to handle stressful customer interactions via telephone and email
  • Ability to perform all above-mentioned duties with or without accommodations


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