Online Chat Team Supervisor

Dyson - permanent

United Kingdom

05 Aug

Applicants must reside in: United States

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?

Experience

Education and Experience

  • Experience managing a remote team is required
  • Minimum 3-5 years’ experience in a call center environment preferred
  • Minimum 3 years’ experience in a leadership role required
  • 1 year in a leadership role within a chat team required
  • 1 year in a leadership role within an email team required
  • HS Diploma/GED required
  • Bachelors degree preferred
  • Multi Channel experience with a thought leading organization in customer experience a plus.

Skills

  • Ability to type a minimum of 45 wpm preferred
  • Expert user of the following MS Office programs strongly preferred: Excel, PowerPoint, Word; Access knowledge a plus
  • Exceptional written and verbal communication history including the ability to articulate ideas clearly and concisely in a variety of settings, adjusting the message to suit the audience required
  • Ability to understand the Dyson brand and uphold its integrity
  • High level of customer service orientation required – a desire to help or serve others, to identify and meet their needs; demonstrated ability to resolve escalated customer issues
  • In-depth working knowledge of E-mail and Chat Management Solutions required.
  • Proven ability to deliver revenue growth in the Chat channel.
  • Bilingual (English/Spanish) communication abilities a plus
  • Proven success in analytical thinking situations
  • Proven ability to motivate, inspire, and lead a growing team in an ever-changing business environment
  • Proven ability to successfully collaborate cross-functionally to achieve business objectives
  • Ability to work a flexible schedule when needed, which will include evening and weekend support
  • Ability to work evenings and weekends required
  • Ability to lift, push, and pull up to 30 lbs

Salary and Perks

Dyson is committed to providing reasonable accommodations to individuals with disabilities.

Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

About Dyson

We are agents of change. We start by turning convention on its head. We're family owned, beholden to no one, so we can forge our own path - different and authentic. Never satisfied, we constantly strive to find a better way. We solve problems that others choose to ignore with ingenious new technologies that defy convention and simply work better. In 1993, James Dyson launched the first bag-less vacuum cleaner but a lot has changed since then. As we continue to grow, we’re exploring new frontiers and traversing the unknown.

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