BryanRecruiter Since 2001
the smart solution for Bryan jobs

Senior Customer Service Manager

Company: Wayfair
Location: Bryan
Posted on: March 15, 2020

Job Description:

At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer. In the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Wayfair.

As the Senior Manager, Customer Service you will report to the Site Director and will be responsible for driving performance of Customer Service Teams and developing high performing managers.

What You'll Do

  • Drive the overall performance of customer service organization including; service levels and customer satisfaction
  • Lead a staff of 100+, through developing, overseeing, and coaching of managers of frontline phone, email, and chat service teams
  • Analyze team performance to drive improvement in KPIs and close performance gaps
  • 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
  • Effectively screen candidates and provide recommendation of candidates for hire
  • Coordinate and implement bonus, reward, and recognition programs to drive both group and individual performance
  • Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
    What You'll Need
    • 5+ years of service management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams.
    • 3+ years of experience in call centers with 100+ employees.
    • Ability to set strategy and follow through on tactical implementation and execution of initiatives
    • Ability to adapt to changing environments and effectively manage change by providing hands on enthusiastic leadership
    • Proven coaching skills that can impact both front-line agents and develop supervisorial leaders
    • Ability to use data and analysis to drive decision making
    • Ability to thrive in a fast-paced and dynamic environment

Keywords: Wayfair, Bryan , Senior Customer Service Manager, Executive , Bryan, Texas

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Property Manager
Description: Lion Real Estate Group is looking for an experiencedProperty Manager tolead the team at Sofia, our 210-unit multifamily apartment community locatedin the Riverside area of Austin, TX. The successful candidate (more...)
Company: Lion Real Estate Group
Location: Austin
Posted on: 04/11/2020

Wireless Regional Sales Manager - Oil Gas
Description: dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy. It is an exciting time to join ABB Power Grids. ABB and Hitachi have signe an agreement to (more...)
Company: ABB
Location: Houston
Posted on: 04/11/2020

Senior Manager - Product Presentation
Description: Responsible for driving sales and product innovation by overseeing planogram maintenance and creation for shelf-level merchandising presentation strategies. You will help shape the strategic direction (more...)
Company: Whole Foods Market
Location: Austin
Posted on: 04/11/2020


Senior Consultant Product Manager- Cloud
Description: Job Title: Senior Consultant Product Manager - CloudJob Location: Seattle, WA or Austin, TxDell Technologies has had a 35-year history and track record of delivering ground-breaking products, solutions (more...)
Company: Dell
Location: Austin
Posted on: 04/11/2020

Senior Manager - Product Placement
Description: Responsible for driving sales and product innovation by overseeing planogram maintenance and creation for shelf-level merchandising presentation strategies. You will help shape the strategic direction (more...)
Company: Whole Foods Market
Location: Austin
Posted on: 04/11/2020

Senior Manager - Merchandise Presentation
Description: Responsible for driving sales and product innovation by overseeing planogram maintenance and creation for shelf-level merchandising presentation strategies. You will help shape the strategic direction (more...)
Company: Whole Foods Market
Location: Austin
Posted on: 04/11/2020

Senior Consultant Product Manager- Cloud
Description: Job Title: Senior Consultant Product Manager - CloudJob Location: Seattle, WA or Austin, TxDell Technologies has had a 35-year history and track record of delivering ground-breaking products, solutions (more...)
Company: Dell
Location: Buda
Posted on: 04/11/2020

Director of Surgery
Description: A large acute--facility--is seeking a Director--fo Surgery in Texas The RN Nurse Director Surgery will be responsible for the clinical operations of the surgery center. It will be the duty of the Nurse (more...)
Company: Clinical Management Consultants
Location: Austin
Posted on: 04/11/2020

Leasing Manager- SL
Description: Manages and directs the community's marketing, print and internet advertising, sales activities, leasing team members, and other resources to achieve established revenue, occupancy, resident retention, (more...)
Company: Greystar
Location: Austin
Posted on: 04/11/2020

Community Manager Lease Up The Weaver
Description: Manages the day-to-day operations of an assigned property including managing the team members, daily activities, and resources of the property to achieve established budgeted financial and operational (more...)
Company: Greystar
Location: Austin
Posted on: 04/11/2020

Log In or Create An Account

Get the latest Texas jobs by following @recnetTX on Twitter!

Bryan RSS job feeds