Jobs at Wayfair Work from Home | Customer Service Manager II

Job Responsibilities : Customer Service Manager II

Salary : &54000 per year

Company : Wayfair

Location : Remote US

Who We Are

 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.

What You’ll Do

Develop, manage and coach a team of supervisors who oversee customer service agents
Analyze team performance to drive improvement in KPIs and close performance gaps
Make decisions about business policies, managing risks and resolving employee issues
Identify training gaps and partner with support teams to improve performance
Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
Effectively interview and recommend candidates for hire

What You’ll Need

Proven ability to close performance gaps through coaching and mentoring
Proven ability to successfully provide relevant and immediate feedback in a complex environment to both supervisors and agents
Strong problem-solving skills and the ability to think analytically while working in an fast-changing environment
Excellent communication and relationship building skills

Location

Ogden, UT
Will consider virtual/remote candidates

Apply Now

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