Job Description

Staples is business to business. You're what binds us together.

Our customer service team supports our company through their confidence, knowledge, and commitment to our customers. We're passionate about understanding customer needs, finding solutions that fit their business, and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience.


As a Team Manager, you will oversee and empower high-quality interactions between Quill associates and customers. You will lead a team of well-trained customer service representatives focused on effective solutions and self-serve options.

What you'll be doing:

Inspire to serve by using stories and data to help associates visualize customer impact


Connect team effort to customer fulfillment by linking associate motivations and work to customer outcomes


Be a catalyst--spark energy, inspire decisions, and empower action to build a better way


Foster an environment where associates can develop and advance their careers through empowerment, recognition, and opportunities to learn and grow


Provide leadership support to direct reports (time management, payroll, leaves, policy inquiries, team concerns) and/or connect associates to appropriate HR resources or self-service options


Regularly coach associates on gathered performance data and measured KPIs; provide critical feedback in a timely manner; complete performance reviews tied to compensation rewards where applicable


Apply progressive discipline when necessary to ensure a respectful, fair, and consistent work environment


Maximize execution and efficiency by encouraging partnerships across the business; supporting our value of working together and being inclusive


Provides direct resolution for escalated customer issues, using innovative problem-solving skills and leveraging partnerships and resources

What you bring to the table:

Ability to build trust through consistency, accountability, and transparency


Knowledge and application of analytical techniques to determine root cause and apply appropriate intervention to achieve improved performance


Leads inclusively--take ownership, celebrate differences, and ensure others feel they belong


Challenges directly, cares 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


Support/lead company communications on changes, policies, etc., and respond to associate concerns openly and with accountability


Communicates in an organized, logical, and timely manner with the team


Interviews and hires highly effective associates using competency-based interview tools; review results and look for opportunities to improve


Fosters 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

What's needed - Basic Qualifications:

3+ years of Customer Service Experience required


High school diploma or GED


Ability to work various shifts between the core hours of the business, Monday to Friday with possible weekend rotations

What's needed - Preferred Qualifications:

Management Certificate or Diploma/bachelor's degree preferred


3-5 years of management/coaching/mentoring experience in a contact center or similar team environment


Knowledge of chat and email management applications


Knowledge and application of analytical techniques to determine root cause and apply appropriate intervention to achieve improved performance

We Offer:

Inclusive culture with associate-led Business Resource Groups


112 Hours of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday)


Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

We Offer:

CANADA

Inclusive culture with associate-led Business Resource Groups


Vacation Allotment and Holiday Schedule


Online and Retail Discounts, Company Match RRSP, Physical and Mental Health Wellness programs, and more!