Bilingual Consumer Relations Team Leader

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Job Description

The Contact Center Manager plays a crucial role in overseeing daily operations to ensure superior consumer service based on our brand needs. Key responsibilities include managing staff, monitoring contact volume, and creating a positive work environment. They track performance metrics, analyze data, and implement quality assurance programs to enhance consumer satisfaction. The manager also oversees scheduling, training development, assesses advisor performance, and manages delivery of client expectations. They prioritize continuous process improvement, prepare performance reports for senior management to ensure effective consumer service delivery.

Operational Oversight:

• Manage the daily operations of the contact center, ensuring that all activities align with company and business policies and procedures.

• Monitor contact volume and workflow to ensure adequate staffing and resource allocation.

Team Leadership:

• Lead, mentor, and develop a team of senior advisors and advisors, fostering a positive and productive work environment.

• Conduct regular one-on-one meetings and team huddles to provide support, guidance, and feedback.

• Conduct performance evaluations, provide feedback, and facilitate training and development programs.

Performance Management:

• Establish and track key performance indicators (KPIs) and service level agreements (SLAs) to measure team performance and customer satisfaction.

• Analyze performance data to identify trends, areas for improvement, and implement corrective actions as necessary.

Quality Assurance:

• Ensure that consumer interactions meet quality standards and adherence to best practices.

• Implement quality assurance programs to enhance service delivery and consumer experience.

• Conduct performance evaluations for advisors, providing constructive feedback and setting individual development plans.

• Monitor individual and team performance metrics, ensuring alignment with KPIs and SLAs.

Liaison with Service Delivery:

• Collaborate with the Service Delivery team to ensure seamless communication and integration of services.

• Address and resolve any service-related issues or escalations in a timely manner.

Consumer Experience:

• Develop strategies to improve consumer satisfaction and retention.

• Address escalated consumer complaints and resolve issues in a timely manner.

Workforce Management:

• Oversee scheduling and staffing to ensure optimal coverage during peak, efficient operations and off-peak hours.

• Forecast contact volume, analyze contact volume trends and adjust workforce plans accordingly to meet demand.

Assess Performance:

• Utilize aligned KPIs and SLAs to assess advisor performance and identify areas for improvement.

• Implement action plans to address performance gaps and enhance service delivery.

Training & Development:

• Coordinate and facilitate training programs for new and existing advisors to enhance their skills and knowledge.

• Promote a culture of continuous learning and professional development within the team.

Stewardship Processes:

• Uphold and promote the stewardship processes of the company, ensuring ethical and responsible management of resources.

• Support the development and implementation of best practices to enhance operational efficiency.

Process Improvement:

• Continuously evaluate and improve contact center processes and workflows to enhance efficiency and effectiveness.

• Implement new technologies and systems to streamline operations.

Reporting and Analysis:

• Prepare regular reports on contact center performance, presenting findings to senior management.

• Use analytics to make data-driven decisions and inform strategic planning.

Liaison with Other Departments:

• Collaborate with other teams and departments (e.g., Service Delivery, Data & Analytics, IT) to align strategies and ensure a cohesive approach to consumer service.

• Act as a point of contact for cross-functional initiatives and projects.

Job Qualifications

Language Proficiency:

• Stronger preference will be given for candidates with dual fluency in English and one of the following languages: Thai, Vietnamese, Bahasa Indonesia.

• Candidates with proficiency in English and one of the following languages will also be considered: Tagalog and Bahasa Melayu.

Skills & Experience

• Communication: Actively listens and seeks diverse perspectives to achieve optimal outcomes while conveying ideas with clarity and empathy to inspire understanding and trust.

• Problem Solving: Analyzes barriers to progress to uncover root causes, makes informed judgments in consumer interactions, and develops effective solutions beyond standard procedures.

• Leadership: Takes responsibility for ensuring consumer handling systems comply with all quality and regulatory standards, fostering a culture of accountability and excellence.

• People Management: Leads and manages teams to successfully implement the AMA action plan, focusing on cultivating a winning culture, mastering fundamentals, and creating value.

• Project Management: Supports project delivery while driving continuous improvements within specific areas of responsibility to enhance overall effectiveness.

• Process & Operations Transformation: Employs skills and methodologies aimed at continuously improving business processes and operational efficiency.

• Consumer Conversations: Ensures exceptional consumer experiences by using data-driven storytelling to inform business decisions and manage consumer-facing issues and crises effectively.

• Connections: Cultivates strong relationships with internal clients and stakeholders, leveraging deep consumer insights to identify and recommend best-in-class opportunities and solutions for P&G brands.

About us

We produce globally recognized brands and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ariel®, Gillette®, Head & Shoulders®, Herbal Essences®, Oral-B®, Pampers®, Pantene®, Tampax® and more. Our community includes operations in approximately 70 countries worldwide.

Visit http://www.pg.com to know more.

We are an equal opportunity employer and value diversity at our company. We do not discriminate against individuals on the basis of race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, HIV/AIDS status, or any other legally protected factor.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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