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 success of 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
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Make staffing recommendations that support team goals and initiatives, while maintaining high levels of performance
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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
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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
Benefits
Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to [email protected] or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.
Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities