Wayfair is hiring a

B2B - Enrollment Manager

Ogden, United States
Full-Time

Key Job Duties:  

  • Manages a team of up to 15 phone agents at varying skill levels
  • Supervises phone agents conducting outbound calls (average 100+ calls per day)
  • Makes recommendations and / or takes corrective action to manage performance as appropriate
  • Works closely with Human Resources and Senior Leadership to address and resolve employee issues
  • Provides extensive coaching, counseling and managing performance
  • Conducts side-by-side observations and quality assurance (call monitoring) reviews
  • Coaches and develops agents in related job skills
  • Responds in a professional and courteous manner to escalated customers to reach an effective resolution
  • Performs other job-related duties as assigned
  • This is a full time position requiring a variable schedule to help cover the department needs during business hours, off hours, and weekends.

 

Skills & Experience:  

  • Strong skills in personal computing, information look up and data entry
  • College degree preferred or equivalent job related experience, i.e. supervisory/leadership experience, preferably in an inbound sales and service operation
  • Able to independently manage and drive personal workload
  • Outstanding oral and written communication skills
  • Strong internet/PC skills – comfortable in a technology-driven business, strong skills in Excel
  • 1-2 years of experience in outbound calling preferred

 

Essential Job Functions:

  • Ability to use a computer keyboard and computer screen
  • Ability to use a telephone headset and telephone system
  • Ability to handle and solve all types of customer service issues via phone and/or email.
  • Ability to perform all above-mentioned duties with or without accommodations
  • Regular and reliable attendance is an essential function of this position
  • Ability to alternate sitting and standing throughout an 8 hour period, and sometimes longer

 

About Wayfair:

 

Wayfair Inc. offers an extensive selection of home furnishings and décor across all styles and price points. The Wayfair family of brands includes:

 

  • Wayfair.com, an online destination for all things home
  • Joss & Main, where beautiful furniture and finds meet irresistible savings
  • AllModern, a go-to online source for modern design
  • DwellStudio, a design house for fashion-forward modern furnishings
  • Birch Lane, a collection of classic furnishings and timeless home décor

 

Wayfair generated $3.14 billion in net revenue for the twelve months ended September 30, 2016. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 5,600 people.

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