Description and Requirements

PURPOSE OF POSITION:

 

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.  

Market Overview:

Dyson moved US customer care operations from Chicago to a dedicated $1.5 million contact centre in nearby Aurora during 2012. The 14,000 sq. ft building provides an acoustically engineered open-plan environment, including space for our 250 Dyson experts to disassemble machines while on support calls.

 

With capacity to handle 30,000 support issues every day, our Aurora site has been designed to expand alongside our growing number of US Dyson owners. Offering them help and advice via telephone, email, social media and online chat.

Function Overview:

Our Customer Service team epitomises Dyson’s problem-solving ethos. There’s no query our Ask Dyson teams can’t answer. And there’s no fault our Field Service engineers can’t fix.

 

Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson’s latest machines – and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service.

Accountabilities:

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES:

 

Key Performance Indicators

 

Social Media

  • Answer 95% of customer service social media post within 15 minutes.
  • Resolution Rate - 99%

E-mail

  • Answer 95% of e-mails within 2 Hours.
  • Net Promoter Score (NPS) - 85%

Chat

  • Average Speed of Answer (ASA) - 20 Seconds
  • NPS - 85%
  • Revenue - $6M

Web Reviews

  • 95% responded to within 24 hours of release from moderation

    Workforce Management

  • 80% Occupancy
  • 95% of calls answered within 2:00.
  • 95% Schedule Adherence
  • 95% Forecast Accuracy

 

 

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

  • 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

Skills:

Qualifications:

 

Experience and Education

Skills/Competencies

Dyson Behaviors

 

·      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.

 

 

 

·  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.

 

 

·  Ingenious - An innovative yet objective thinker

·  Attuned – Being emotionally smart

·  Fighter – Getting the best result

·  Architect – Creating the climate for success

 

·  Shrewd – Making the right decisions

 

·  Explorer – Being curious, diverse and inclusive

 

Benefits Overview:

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 careers.us@dyson.com or call (312) 706-2260(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