Wayfair Careers

Case Management Team (CMT) Manager

Ogden, UT
Customer Service


Job Description

Job Duties

  • Manages a team of 15-18 consultants at varying skill levels
  • Supervises Service Consultants answering calls/chat/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 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/chats/emails 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

 Qualifications:

  • Open availability: Must be willing to work the evening and weekend shifts
  • Excellent problem solver with a proven track record of driving results
  • A competitive spirit and drive to succeed
  • Outstanding oral and written communication skills
  • Proven ability to close performance gaps
  • Proven ability to multi-task
  • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
Tag: CSVC
Requisition ID: 28010