Customer Service Manager II – Wayfair

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. 

Job 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

Job 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

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

How To Apply:

Click on the Apply button below to process a job application for this position.