Virtual Site Director

Wayfair-Sales &Service- Virtual Site Leader

Wayfair is searching for a Virtual Site Leader to expand our Remote Customer Care and Support functions to deliver revenue and profit growth, high levels of customer satisfaction, and service level
achievement in a virtual environment. Responsible for overseeing a team of
approximately 350 consultants, you will have both deep contact center experience and strong hands-on
general management skills with the ability to drive transformation in a high-growth environment. You will
continue to strategically grow and develop our virtual service team to infuse flexibility and broaden our
footprint for adding top talent that is imperative for offering the best customer experience.

· Develop future vision and implementation strategy to exceed customer experience targets and sales
generation goals
· Drive the overall performance of the customer service organization: service levels, revenue
generation, customer satisfaction, cost reduction
· Effectively build, lead and manage staff of +500, overseeing all remote workforce operations
including functions of Customer Care and Email/Chat and partner effectively with other contact center
operations teams including workforce management, training, recruiting and process transformation
· Build a winning culture at the site, with enthusiastic leadership and the ability to communicate and
connect with all levels of personnel
· Provide a voice of the customer feedback loop to the business
· Partner with Operations, Marketing and other functions to drive innovation in the customer experience
and in sales channels

· 7+ years of experience in managing operations (500+ agents), ideally in a high-growth, virtual
· Ability to both set strategy and follow through on tactical implementation and execution of initiatives –
an operator with vision
· Hands on and enthusiastic leadership style with excellent interpersonal skills  can connect with staff
at all levels and effectively manage change
· Proven experience leveraging technology to optimize customer operations and sales
· Track record of driving cost reductions without negatively impacting performance or customer
· Deep knowledge and experience managing workforce planning, high volume recruiting, and training
· Very knowledgeable with utilizing and implementing enabling technology (i.e. CRM applications) to
drive process improvement
· Ability to think and perform both tactically and strategically
· Analytical and data driven
· Thrives in a fast-paced environment

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 maintain the required internet speed.
  • 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 accommodation

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