The Supervisor of Workforce Management and Digital Support is responsible for leading and developing a team of customer experience agents in the pursuit of iconic service and revenue growth. Manages the day-to-day activities of all team members to ensure key performance indicators and productivity levels are achieved.

Accountabilities

1. Lead and develop a team of Customer Experience Online Advisors

Identify development areas for each Online Advisor and ensure they have a meaningful personal development plan in place
Engage in regular 1 on 1 discussions with each Advisor to review developmental progress and successes; discuss potential solutions and coach and advise as necessary
Conduct regular team meetings to ensure employees are informed of departmental changes, overall departmental performance, as well as company news and updates
Partner with department Manager and Human Resources to execute talent management plans
Update training materials and tutorials regularly that impact the success of the online team. Provide training assistance and new documentation as needed while liaising with the Quality and Training team

2. Grow chat channel to drive increased revenue growth

Design a chat workflow and staffing strategy to drive revenue growth
Review chat transcripts to provide coaching on sales techniques and customer interactions
Find solutions to help Online Advisors decrease average speed of response to 20 seconds, increase answer/response rate to 90%, and have a Net Promoter Score of 75%
Create sales strategies for consultative sales process through chat and other online media to assist customers with turning consideration into purchase

3. Evaluate digital segments to increase efficiencies and enhance customer experience

Evaluate all written communication templates to ensure best possible communication with customers and design new template as needed
Review interactions between customer and Online Advisor to provide coaching on written skills
Research best-in-class technology solutions and make recommendations for improvement
Find solutions to help Online Advisors to answer emails within 2 hours with a 90% resolution rate while keeping a 85% Net Promoter Score

4. Conduct all workforce management activities to recommend appropriate staffing levels

Create and maintain metrics related to workforce management, to include forecasting, call center statistics, capacity planning and scheduling
Perform analysis on metrics to make scheduling recommendations to management, appropriate to call volume projections, to achieve service level goals
Monitor call queues and make adjustments based on seasonal variations, special events, or other cyclical patterns that impact call volume

5. Recommend scheduling needs and manage schedule exceptions

Make staffing recommendations that support team goals and initiatives, while maintaining high levels of performance
Partners with call center supervisors and managers to ensure appropriate staffing is in place and contingency plans are created to overcome operational challenges

6. Drive all day-to-day operational activities through to successful completion

Team with other departmental Supervisors, Quality and Training team, and UK Customer Service to communicate, monitor, enforce all policies, practices, and procedures uniformly and ensure alignment
Monitor behaviors and skills of Advisors to ensure they are professional, friendly, confident, and capable with all aspects of customer interaction
Share best-practices with fellow Supervisors and other members of the management team to support overall team development
Manage employee relation situations professionally and consistently within company guidelines
Offer guidance and support to all team members in an effort to minimize unnecessary absenteeism
Identify change initiatives to support successful productivity levels and quality customer service; promptly and thoroughly implement agreed-upon changes
Maintain and analyze Daily Activity reports, Agent & Department Scorecard reports, Forecasting Volume reports and other reports as assigned
Address escalated customer interactions promptly and professionally in a manner that resolves the customer concern without burdening the business
Participate in the department’s recruitment activities to ensure Dyson hires the best talent available

7. Fulfill other duties as required

Relish opportunities to pick up new activities that fall broadly in the purpose of the role
Fix things that need fixing; identify problems and find solutions

Lesson learned

In 1978 James Dyson noticed how the air filter in the Ballbarrow spray-finishing room was constantly clogging with powder particles. Then one day he visited a local sawmill and noticed how the sawdust was being removed from the air by large industrial cyclones. Inspired by this, he designed and built an industrial cyclone tower, which removed the powder particles by exerting centrifugal forces greater than 100,000 times those of gravity. Could the same principle work in a vacuum cleaner?

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