Customer Service Performance Manager

goPuff’s new Customer Service Performance Manager will employ laser-focus and determination to ensure that our Customer Service Team is held to a consistently high standard of KPI Excellence and providing World Class Customer Service without exception.

Description:
  • Develop a strategy and roadmap to drive top-quality customer experiences and interactions
  • Develop specific Quality Assurance strategies to optimize CS team programs and efforts to ensure that we are delivering a world-class customer experience and turning suboptimal experiences into positive ones
  • Measure the impact of CS programs on customer behavior, apply insights to refine and optimize strategies
  • Relying on data, continuously identify new opportunities to improve CS programs and processes 
  • Track, report and present performance (KPIs) to internal stakeholders on a regular basis
  • Review the KPI’s we are monitoring and how we are monitoring them
  • Add and/or subtract KPIs that we should be monitoring or should stop monitoring
  • Review all KPI Baselines and reset expectation levels
  • Create and deliver Daily/Weekly/Monthly KPI Data reports with Director and VP buy-in
  • Ensure that CS Agents have visibility into their own performance and Department Rankings
  • Create weekly/monthly/quarterly Trend Analysis and build programs designed to strengthen positive trends and break negative trends
  • Lead QA Team consisting of one QA Manager, one QA Lead and numerous QA Analysts into the future
  • Lead Training and Development Team consisting of one Development Associate and numerous Training Leads
  • Work with our vendors to unlock better access to more actionable data
  • Install an Employee Performance Program to track employee performance through employment lifecycle

Requirements:
  • Possess maniacal Customer focus and be driven to exceed customer’s expectations within every interaction. 
  • Possess exceptional customer service skills and passion to develop that in others. 
  • Have a proven track record of motivating and developing agents within previous roles. 
  • Be data-driven with a high-level analytical understanding of opportunities and success. 
  • Have the ability to identify and deliver impactful, actionable insights from KPI data. 
  • Possess excellent written and verbal communication skills (both internally and externally).
  • Exceptional delegation skills and the ability to get things done through others.
  • Experience working with multiple internal teams (such as Chat, Email, Inbound Calls, etc.) highly preferred. 
  • Display willingness to “roll up” one's sleeves when necessary. 
  • 5+ years of Call Center Experience.
  • 3+ years in a Leadership Role in a Call Center Setting. 
  • Must be willing to offer flexible availability that will include nights and weekends. 

For the people who have better things to do than go out of their way to stop at the store (again), goPuff is the largest digital convenience retailer delivering thousands of products ranging from snacks, drinks, and ice cream to alcohol, home essentials, and personal care items directly from centrally located warehouses to our customers’ doors.

We’re currently in over 90 markets and growing fast, so we're looking for the most motivated and passionate talent to be a part of our team, grow with us, and join in our mission of delivering the moments that matter most. Note: must love snacks to work at goPuff.

The goPuff Fam is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply. We are an EEOC Employer.


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