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Posted almost 2 years ago

Senior Specialized Service Manager- Virtual Locations: United States Categories: Customer Service – Customer Service Management Job Description Wayfair is seeking a senior leader to build out a new function within our Specialized Service organization: Case Management. This team is responsible for following through on all complex customer issues and collaborating with internal and external partners to resolve problems to create a seamless customer experience. The mission of the team is to provide personalized, dedicated support to customers with complex order issues in order to rebuild trust and drive customer retention. Responsibilities Develop, manage and coach managers of specialized teams to build successful teams and deliver an exceptional customized 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 Build a winning culture on the team, with enthusiastic leadership and the ability to communicate and connect with all levels of personnel Provide a voice of the customer feedback loop to the business Qualifications 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 preferred Ability to both set strategy and follow through on tactical implementation and execution of initiatives an influential operator with vision Hands on and enthusiastic leadership style with excellent interpersonal skills can connect with staff at all levels and effectively manage change Entrepreneurial approach to challenges: being resourceful, scrappy, and not afraid to take calculated risks Proven experience leveraging technology to optimize customer operations and sales Deep knowledge and experience managing workforce planning, high volume recruiting, and training in a multi-site and high growth environment Very knowledgeable with utilizing and implementing technology to drive process improvement–we never stop refining, educating, and learning Ability to think and perform both tactically and strategically Analytical and data driven Thrives in a fast-paced environment About Wayfair Inc. Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, dcor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes from product discovery to final delivery. The Wayfair family of sites includes: Wayfair, an online destination for all things home Joss & Main, where beautiful furniture and finds meet irresistible savings AllModern, unbelievable prices on everything modern Birch Lane, a collection of classic furnishings and timeless home dcor Perigold, unparalleled access to the finest home dcor and furnishings Wayfair generated $4.7 billion in net revenue for the twelve months ended December 31, 2017. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 7,700 people. Tag: CSVC-CSM Requisition ID: 27394