Job description

Oversee and empower high quality interactions between Staples associates and customers to deliver a superior customer experience. Lead a team of well-trained customer service representatives focused on effective solutions, including educating our customers on available self-serve capabilities. Coach and empower associates to utilize all available resources to deliver creative solutions to fulfill the customers need. Deliver a superior associate experience by providing resources, support and feedback necessary for associates to excel in their work. Collaborate with internal partners to identify, innovate and resolve customer friction, increase revenue and/or reduce costs and identify root cause for correction. Navigate through a rapidly changing, complex environment, building resiliency and utilizing change management leadership skills to engage associates and create a great place to work. Primary Responsibilities Coach, develop and support
Put the Customer first by creating a performance-driven and inclusive culture that emphasizes the organization’s identified valuesGather and assess performance data such as quality evaluations, KPI metrics, customer sentiment, etc. Conduct coaching and feedback sessions in a timely manner; complete performance appraisals, and apply performance increases according to compensation policiesFoster 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 pathingProvide leadership support to direct reports (time mgmt. and payroll, leaves, policy inquiries, team concerns) and/or connects associate to appropriate HR resource or self-service optionsApplies 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 inclusiveBuild trust through consistency, accountability, and transparencyLead inclusively—take ownership, celebrate differences, and ensure others feel they belongChallenge directly, care authentically—an empathetic approach with a firm focus on helping others reach their potentialCreates a strong team environment that fosters associate empowerment and engagementSupports/leads company communications on changes, policies, etc. and responds to associate concerns openly and with accountability; communicates in an organized, logical and timely manner with teamInterviews 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 agilityProvides direct resolution for escalated customer issues, using innovative problem-solving skills and leveraging partnerships and resourcesIdentifies, 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 experienceEngages 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 customerBuild 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 Other duties as required (ie. customer implementations, training, may participate on project teams)
Qualifications :
Basic
High school diploma or GED3 - 5 years’ management experience in a call/contact center environment with documented coaching experienceExcellent Interpersonal and Leadership skillsAnalytical and problem-solving skillsStrong communicationAdvanced organizational and time management skillsAbility to see the “big picture” and make appropriate decisions based on the relevant informationFlexibility to work Monday through Friday 8am - 8pm EST. Schedule subject to change due to business needs Preferred
Bachelor’s DegreeKnowledge of Chat and E-Mail Management Applications are an assetExperience leading teams virtually
Staples is The Worklife Fulfillment Company, helping businesses of all sizes be more productive, connected and inspired. With dedicated account teams, category professionals, innovative brands and a curated product assortment for business, Staples provides customized solutions to help organizations achieve their goals. Interested in joining the team? Check out our perks and benefits ! Staples is an Equal Opportunity Employer. All 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.

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