About the Role:

Lead and develop a team of Customer Experience Specialists 

• Develop, engage, and promote a strong sales culture and effective performance habits 
• Track daily, weekly, and monthly performance against sales and quality targets; Continuously evaluate KPI targets to ensure we are most effectively measuring performances 
• Demonstrate knowledge, passion, and a creative aptitude to consistently achieve and exceed targets 
• Engage in regular 1 to 1 discussion with each Specialist to review developmental progress and successes; discuss potential solutions and coach as needed.  
• Conduct oneself in a proactive manner that will identify opportunities, and shift behaviors that will lead to an Iconic customer experience and successful selling 
• Partner with Operations Management team and Human Resources to execute talent management plans 
• Evaluate communications with customers in partnership with QA team to ensure all conversations with customers are world class 

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

• Partner with other departmental Supervisors to communicate, monitor, and enforce all policies, practices, and procedures uniformly; this includes but is not limited to quality monitoring, attendance standards, data entry practices, and recognition program rewards 
• Ensure all team members are responding to customer concerns in not just a timely and efficient manner, but one that results in a high first contact resolution rate; bringing customer inquiries to an equitable resolution which preserves owner loyalty and NPS scores 
• Monitor behaviors and skills of Specialists to ensure they are professional, friendly, confident, and capable with all aspects of customer handling 
• 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 
• Review and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement 
• Participate in the department’s recruitment activities to ensure Dyson hires the best talent available 
• Performance manage Specialists who do not consistently reach targets, adhere to commitments to attendance/reliability, and other policies 

Cultivate and maintain relationships with other members of the Customer Experience team as well as key inter-departmental contacts 

• Share best-practices with fellow Supervisors and other members of the management team to support overall team development 
• Share trends with contact center leadership, both KPI and customer issue related 
• Ensure contact center team members are properly supported and informed of needed information to best conduct day-to-day tasks as well as special projects 
• Actively contribute to all discussions and activities 
• Develop an understanding of compliance, job functions, and departmental operations at all levels of the Dyson organization 

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 

About You:

• Minimum 3 years’ experience in a supervisory capacity required 
• Minimum 3 years’ contact center experience required 
• Minimum 2 years inbound or outbound based sales strongly preferred 
• HS Diploma/GED required, Bachelor’s degree strongly preferred 
• Experience in multi-country and/or multi-product categories contact centers preferred 
• In-depth working knowledge of customer relationship management software and contact management systems a plus 
• 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 
• Proven ability to make sound decisions based on previous experiences 
• Strong 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 
• Proven analytical ability 
• 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 manage in a matrix reporting structure 
• Ability to work a flexible schedule when needed, which will include evening, weekend and holiday support 
• Intermediate-level user of the following MS Office programs strongly preferred:  Excel, PowerPoint, and Word 
• Bilingual (fluent in English/ French/Spanish) a plus 

Benefits:

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

• 401K with up to a 4% match
• Company paid Life Insurance and AD&D
• Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

• Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
• Pre-tax Commuter Benefits (applicable areas only)
• Generous Child Care Leave Program
• Wellness Program
• Employee Assistance Program
• Generous Dyson Product Discounts

Health benefits:

• Multi-Level Healthcare Coverage Options
• Vision & Dental Coverage
• Company paid Short-Term and Long-Term Disability