Oferta pracy

Virtual Team Coach - Trainer

Wayfair Sp. z o.o.

  • Łódź

    Łódź
  • offer expired 4 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work
  • remote recruitment

Your responsibilities

  • Drive performance and compliance to processes through effective coaching, training and real-time support for Service Consultants.

  • Act as the first point of escalation for escalated customer service enquiries, requests or complaints, aiming to reach an effective resolution in all instances.

  • Stand in for Manager(s) or peer Team Coach(es) in their absence.

  • Identify opportunities for efficiency through coaching observations and root cause analysis.

  • Show initiative in identifying training needs and be proactive in surfacing up issues impacting the business to management.

  • Show flexibility to handle other duties as required.

Our requirements

  • Experience as a team coach / trainer within a Customer Service environment.

  • Fluency in English. Proficient level in German is a plus. (Depending on the market you will be supporting: UK or DE)

  • Proven track record of coaching high volume teams.

  • Outstanding oral and written communication skills.

  • Excellent time management and multi-tasking skills.

  • Ability to adapt to changing environments and display the ability to “roll up your sleeves” – this role is very “hands on”. You will be comfortable working in a fast paced environment without a rigid structure.

  • You will need a proven ability to drive results through effective coaching.

  • Flexible availability, including willingness to work on some weekend days (Saturday / Sunday) and bank holidays, and outside of the "standard" work day.

  • Eligibility to work and reside legally in Poland.

What we offer

  • Cancel commuting and work comfortably from your home

  • We reward your performance with our bonus system

  • We make sure you are well in your Home office with our support contribution and all necessary computer equipment

  • We support your well being with our own Gym Membership contribution

  • The opportunity to organize Paid Volunteer Day for the cause of your choice or Match your donations to charities. Your values matter!

  • We take our Working Culture very seriously and support career development opportunities

  • Pension Plan

Benefits

  • sharing the costs of sports activities

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • retirement pension plan

  • no dress code

  • employee referral program

  • charity initiatives

About Us

Wayfair is home to great people, great ideas, and great ambition. We aspire to be the destination for all things home, helping everyone, anywhere create their feeling of home. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 22 million items across home furnishings, décor, home improvement, housewares and more.

A global organisation of over 16,000 employees with headquarters in Boston and Berlin, our Polish expansion will help us to support our ambitious growth plans within Europe. We are building an agile, flexible and scalable team that can respond to business, competitor and customer demands as we grow, while continuing to delight our Wayfair customers.

Virtual Coach / Trainer - Customer Service

As a Team Coach for a customer service team, you will support Service Consultants as the first point of contact, by providing accurate and beneficial information regarding policies, procedures and other order related matters. Additionally, the Team Coach is the first point of escalation for our customers, owning these end-to-end, whilst working to protect customer and company interests and driving customer loyalty. The Team Coach will support the Team Manager to drive KPI performance of the team by sharing coaching, training and other ad-hoc duties where necessary. Additionally, the Team Coach will work actively with the management team to gather data/feedback on issues driving contacts, in an effort to deflect contacts, ensure faster resolutions and foster an environment of continuous improvement. This is an excellent opportunity for development, as the first step on the leadership trajectory. You will be expected to lead by example, acting as a “lighthouse for the team” and ensuring that all current standards are adhered to.