Overview

Reporting to the Director of Sales & Service, Wayfair is seeking the right candidate to establish a Work at Home function for Inbound Customer Service & Sales in Ireland. This is an exciting new development which will supplement our already strong team working from the Galway office. During set up, the role will be based in the office and will migrate to work at home once established. Candidates with direct experience of managing Customer facing teams remotely who are looking for their next exciting move are welcomed to apply.

We are seeking an experienced Manager of Customer Service and Sales Operations with a track record of building great teams and developing strong managers. The right candidate will have a strong sense of urgency and the ability to improve operational efficiency through process improvement. Other critical factors for this role include great problem-solving skills and the ability to think outside the box to resolve customer issues.

Responsibilities:

  • Build out the programme in Ireland working with IT, Training, HR, Quality, and Recruitment teams to ensure the successful set up of the programme.
  • Hire the managers and Front-line teams and work to form a seamless part of the German and English language support and sales function for Wayfair Europe.
  • Understand the specific challenges and opportunities of a work at home team and demonstrate ways to maximize performance to deliver first class customer experience and employee experience.
  • Develop, manage and coach managers of inbound service teams to build successful teams and deliver an exceptional 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 champion corporate and local initiatives
  • 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

Qualifications:

  • 5+ years of service management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams – email and Chat experience preferred
  • 3+ years of experience in virtual call centers with 100+ employees in European / Global environment.
  • Ability to adapt to changing environments and “roll up your sleeves” – this role is very “hands on”
  • Proven coaching skills that can impact both front-line agents and develop supervisors
  • BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
  • Strong Internet / PC skills – comfortable and proficient in a technology-driven business
  • Proficiency in MS Office suite
  • Outstanding oral and written communication skills
  • Flexibility with schedule
  • Proven ability to close performance gaps
  • Proven ability to multi-task

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 8 million items across home furnishings, décor, 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 décor
  • Perigold, unparalleled access to the finest home décor and furnishings

Wayfair generated $4.3 billion in net revenue for the twelve months ended September 30, 2017. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 6,800 people.