Wayfair Careers

Case Management Team Supervisor

Bryan, TX
Customer Service - Customer Service Management

Job Description

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.

Job Duties:

Manages a team of 12- 18 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:

Must have 3+ years leadership experience, previous supervisory experience in a call center preferred

College degree preferred or equivalent job-related experience

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

Strong Internet / PC skills – comfortable in a technology-driven business

Proven ability to multi-task

Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment

Essential Job Functions:

Ability to alternate sitting and standing throughout an 8 hour period, and sometimes longer

Ability to use a computer keyboard and computer screen

Ability to use a telephone headset and telephone system

Ability to handle stressful customer interactions via telephone and email

Ability to perform all above-mentioned duties with or without accommodations

About Wayfair:

Wayfair Inc. offers an extensive selection of home furnishings and décor across all styles and price points. 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
  • DwellStudio, unexpected modern design for everyday life
  • Birch Lane, a collection of classic furnishings and timeless home décor

Wayfair generated $3.6 billion in net revenue for the twelve months ended March 31, 2017. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 5,700 people.

Requisition ID: 16128