Job Responsibilities : Senior Manager, Customer Service
Salary : $13 per hour
Company : Wayfair
Location : Remote
Responsibilities
- Drive the overall performance of customer service organization including; service levels workforce adherence team productivity compliance & customer satisfaction
- Lead a premises-based staff of 100+ managers supervisors and frontline staff through developing overseeing and coaching of phone email and chat service teams
- Key input into P&L and business outcomes including financial operations and people strategy
- Partner effectively with other contact center operations teams including workforce management training talent management and process transformation
- Analyze team performance to drive improvement in KPIs and close performance gaps; Identify data needs to central teams to drive performance
- 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
- Manage multiple priorities in a fast-paced environment with effective communication and thorough follow through
- Coordinate and implement reward and recognition programs to drive both group and individual performance
- Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
Skills
- Demonstrated experience independently developing strategy and driving tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching strategy.
- Proven experience and passion for working across functions synthesizing multiple points of view and owning a coherent action plan all while negotiating and influencing others
- Direct P&L experience is a plus
- Ability to set strategy and follow through on tactical implementation and execution of initiatives
- Experience with complex operational process and performance improvement projects
Click Here : Apply Now