Supervisor, Customer Care (Illinois)

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago’s Fulton Market neighborhood.  We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.  

Our Customer Service team forms a direct link between the business and Dyson owners. The team are technology experts, trained to give specialist advice and guidance to solve real problems for people in real time. Working to daily targets, they resolve technical queries, provide product information, deliver excellent customer service, and drive sales through their respective channels.  

About the Role: 

Lead and develop a team of Customer Experience Specialists  

• Develop, engage, and promote a strong sales culture and effective performance habits  
• Track daily, weekly, and monthly performance against sales and quality targets; Continuously evaluate KPI targets to ensure we are most effectively measuring performances  

• Demonstrate knowledge, passion, and a creative aptitude to consistently achieve and exceed targets  
• Engage in regular 1 to 1 discussion with each Specialist to review developmental progress and successes; discuss potential solutions and coach as needed.   
• Conduct oneself in a proactive manner that will identify opportunities, and shift behaviors that will lead to an Iconic customer experience and successful selling  
• Partner with Operations Management team and Human Resources to execute talent management plans  
• Evaluate communications with customers in partnership with QA team to ensure all conversations with customers are world class  

  Drive all day-to-day operational activities through to successful completion  

• Partner with other departmental Supervisors to communicate, monitor, and enforce all policies, practices, and procedures uniformly; this includes but is not limited to quality monitoring, attendance standards, data entry practices, and recognition program rewards  
• Ensure all team members are responding to customer concerns in not just a timely and efficient manner, but one that results in a high first contact resolution rate; bringing customer inquiries to an equitable resolution which preserves owner loyalty and NPS scores  
• Monitor behaviors and skills of Specialists to ensure they are professional, friendly, confident, and capable with all aspects of customer handling  
• 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  
• Review and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement  
• Participate in the department’s recruitment activities to ensure Dyson hires the best talent available  
• Performance manage Specialists who do not consistently reach targets, adhere to commitments to attendance/reliability, and other policies  

  Cultivate and maintain relationships with other members of the Customer Experience team as well as key inter-departmental contacts  

• Share best-practices with fellow Supervisors and other members of the management team to support overall team development  
• Share trends with contact center leadership, both KPI and customer issue related  

• Ensure contact center team members are properly supported and informed of needed information to best conduct day-to-day tasks as well as special projects  
• Actively contribute to all discussions and activities  
• Develop an understanding of compliance, job functions, and departmental operations at all levels of the Dyson organization  

  

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  

About You: 

• Minimum 3 years’ experience in a supervisory capacity required  
• Minimum 3 years’ contact center experience required  
• Minimum 2 years inbound or outbound based sales strongly preferred  
• HS Diploma/GED required, Bachelor’s degree strongly preferred  
• Experience in multi-country and/or multi-product categories contact centers preferred  
• In-depth working knowledge of customer relationship management software and contact management systems a plus  
• 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  
• Proven ability to make sound decisions based on previous experiences  
• Strong 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  
• Proven analytical ability  

• 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 manage in a matrix reporting structure  
• Ability to work a flexible schedule when needed, which will include evening, weekend and holiday support  
• Intermediate-level user of the following MS Office programs strongly preferred:  Excel, PowerPoint, and Word  
• Bilingual (fluent in English/ French/Spanish) a plus  

Benefits: 

​​US FT Benefits Package​