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Customer Care Supervisor – Dyson

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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