Job details
Job type full-time
Full job description
This is a `work from home` opportunity that can sit anywhere in the united states
Oversee and empower high quality interactions between bilingual staples associates and customers to deliver a superior customer experienceLead a team of well-trained customer service representatives focused on effective solutions, including educating our customers on available self-serve capabilitiesOur bilingual team will communicate with our customers in spanish when requestedCoach and empower associates to utilize all available resources to deliver creative solutions to fulfill the customers needDeliver a superior associate experience by providing resources, support and feedback necessary for associates to excel in their workCollaborate with internal partners to identify, innovate and resolve customer friction, increase revenue and/or reduce costs and identify root cause for correctionNavigate through a rapidly changing, complex environment, building resiliency and utilizing change management leadership skills to engage associates and create a great place to work.
What you’ll be doing:
Coach, develop and support:
Put the customer first by creating a performance-driven and inclusive culture that emphasizes the organization’s identified values.
Gather and assess performance data such as quality evaluations, kpi metrics, customer sentiment, etcConduct coaching and feedback sessions in a timely manner; complete performance appraisals, and apply performance increases according to compensation policies.
Foster an environment where associates can develop and advance their career through empowerment, recognition and opportunities to learn and grow; engages in development discussions on goal setting and career pathing.
Provide leadership support to direct reports (time mgmtAnd payroll, leaves, policy inquiries, team concerns) and/or connects associate to appropriate hr resource or self-service options.
Applies progressive discipline when necessary to ensure a respectful, fair and consistent work environment.
Lead and engage:
Maximize execution and efficiency through encouraging partnerships across the business; supporting our value of working together and being inclusive.
Build trust through consistency, accountability, and transparency.
Lead inclusively—take ownership, celebrate differences, and ensure others feel they belong.
Challenge directly, care authentically—an empathetic approach with a firm focus on helping others reach their potential.
Creates a strong team environment that fosters associate empowerment and engagement.
Supports/leads company communications on changes, policies, etcAnd responds to associate concerns openly and with accountability; communicates in an organized, logical and timely manner with team.
Interviews and hires highly effective associates using competency-based interview tools; reviews results and looks for opportunities to improve.
Innovation and problem solving:
Foster a culture of innovation where associates don’t wait to challenge, iterate, and test ideas—an environment where associates are driven to continuously improve, rapidly and with agility.
Provides direct resolution for escalated customer issues, using innovative problem-solving skills and leveraging partnerships and resources.
Identifies, analyzes and understands customer/statistical data to determine root cause and applies appropriate intervention to achieve optimal result; escalate patterns that could be barriers to the customer experience.
Engages in ongoing process & workflow analysis from the standpoint of process excellence & improvement efforts to increase speed, decrease cost and time of overall resolution delivery to the customer.
Build strong working relationships within the company and partner across all bu’s to improve and/or strengthen the customer experience; work as one staples team.
Qualifications :
What you bring to the table:
What’s needed- basic qualifications:
Strong communication in both english and spanish.
3 - 5 years’ management experience in a call/contact center environment with documented coaching experience.
Excellent interpersonal and leadership skills.
Analytical and problem-solving skills.
Advanced organizational and time management skills.
Ability to see the “big picture” and make appropriate decisions based on the relevant information.
Flexibility to work monday through friday 8am - 8pm etSchedule subject to change due to business needs.
What’s needed- preferred qualifications:
Knowledge of chat and e-mail management applications are an asset.
Experience leading teams virtually.
Interested in joining the team? check out our perks and benefits!
Staples believes inclusion is a verb and we encourage diversity of thinking and ideas as well as backgrounds and experiencesStaples is an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.
