Manager, Sales & Service - Wayfair

Locations: Galway, Ireland
Categories: Customer Service - Customer Service Management

Job Description: Manager, Sales & Service

This role supervises Sales and Service Consultants (SSCs) utilising a hands-on approach to ensure consistent and effective delivery of customer service activities.

This includes responding to sales and service inquiries via telephone and email correspondence.  Wayfair is looking for a supervisor with a track record of building great teams.  The right candidate will have experience developing future leaders and motivating teams, a strong sense of urgency, and the ability to improve operational efficiency through process improvement.

Other critical success factors for this role include great problem-solving skills and the ability to think outside the box to resolve customer issues. This role may act as manager on duty in the absence of other managerial personnel.  We are currently seeking both Customer Service Supervisors and Email Supervisors.

Job Duties

  • Manages a team of up to 15 consultants at varying skill levels
  • Supervises Sales and Service Consultants answering calls and/or emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, and any other issues that may arise from the order fulfillment process
  • Helps consultants meet customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities
  • Makes recommendations and / or takes corrective action to manage performance as appropriate
  • Works closely with Human Resources and Senior Leadership to address and resolve employee issues
  • Effectively interviews and recommends candidates for hire
  • Integral part of the disciplinary and termination process
  • Provides extensive coaching, counseling and managing performance
  • Analyzes sales trends based on historical data to close performance gaps
  • Reviews time off requests as appropriate to match staffing level requirements
  • Conducts side-by-side observations and quality assurance (call monitoring) reviews
  • Coaches and develops agents in soft skills and service techniques
  • Responds in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
  • Provides back-up support by taking calls during staffing shortages, high volume activity or as needed
  • Performs other job-related duties as assigned by the Company and/or your director or manager

Minimum Requirements:

  • Ideally have 3+ years Call Centre Management Experience preferably in European / Global Customer centre
  • Preference for English / German bilingual speaker
  • Primary degree in any discipline
  • Excellent problem solver with a proven track record of driving results
  • Outstanding oral and written communication skills
  • Proven ability to close performance gaps
  • Strong Internet / PC skills – comfortable in a technology-driven business
  • Strong analytical abilities
  • Strong ability to successfully drive and develop processes
  • Proven ability to multi-task
  • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment

Tag: CSVC-CSM
Requisition ID: 9152

To apply, click this link.