Group Lead, GBS - CC

Job Description
Primary Responsibilities
• Leads the consumer contact operations as the subject matter expert (SME), including product knowledge and elevated contact issues, and as the product, service and associate champion.
• Drives all program systems and processes to ensure that production and quality expectations are achieved.
• Initiates partnership with internal departments to develop and implement specific plans for the team or individuals, assists with training, quality monitoring, and reporting.
• Continually monitors overall volume and scope of work to ensure appropriately resources are in place to achieve service levels goals.
• Utilizes independent judgment, to ensure operational efficiencies, conducts ongoing review of operating policies, procedures and workstreams. Recommendations and implements operational improvements
• Develops and maintains a strong partnership with appropriate internal business partners to contribute to long-term collaboration
• Proactively develops a culture of inclusiveness and positive associate relations, developing rewards, recognition and incentive programs, assigns and directs work, appraises performance and manages talent
• Responds to, and complies with any investigations, audits, periodic reviews with all standard operating procedures (SOPs).
• Interviews and trains analyst, maintains program-related job aids, and internal and external communications
• Ensures that all related administrative forms and reports are completed, including but not limited to payroll, associate time-tracking and attendance and project results
• Coach and mentor Account Specialist(s) and Account Representatives to increase business acumen and bench strength
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable Laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Work closely with Human Resources to ensure policy adherence is communicated consistently and that any associated coaching or feedback is monitored fairly across the assigned work groups
Job Requirements
Education/Experience
• Bachelor's degree
• Minimum of four to seven years of experience supervising or managing functions and personnel, preferably in a contact center environment
Skills
• Ability to read and interpret documents such as standard operating procedures (SOPs) or other job aids. Ability to write routine correspondence. Ability to speak effectively and informatively, and respond to questions from customers, clients or Associates of an organization, over the phone or in-person
• Ability to define problems, collect data, establish facts, identify trends and draw valid conclusions.
• Proficiency with Windows-based applications within a network environment. Proven ability to comprehend new systems and technologies
• Ability to manage difficult, irate or emotional situations while maintaining composure
• Ability to multi-task, along with excellent time and process management/project management skills.
• Ability to handle conflict and balance the needs of the program and the team
• Previous client management experience to include negotiation skills
• Knowledge of financial statements, budgets and impact to the department
Competencies/Leadership Criteria
• Accountability - Strives to take appropriate action in all aspects of work. Accepts personal responsibility to set expectations and meet commitments / objectives, which requires us to stay focused, work independently and as team as well as set our own personal standards. This includes taking responsibility for our schedules, attendance and punctuality.
• Adaptability - Adjusts to new conditions, work situations and responsibilities. Welcomes the opportunity to learn new tasks and accepts feedback positively.
• Communication - Clearly conveys key messages, written and verbally. Recognizes when a miscommunication has occurred and acts to correct it. Holds crucial conversations, when required, in a professional and productive manner.
• Integrity and Ethics - Commits to being honest and having strong moral principles. Maintains confidentiality when required and upholds the company values.
• Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Quality - Completes work that is attentive to detail and accurate. Displays a commitment to excellence by continually looking for improvements.
• Teamwork - Works together to achieve common goals. Actively listens, cooperates and encourages open communication as well as the sharing of knowledge. Remains open-minded and willing to entertain others' ideas. Regularly solicits constructive feedback, builds consensus, and asks well thought out and well-prepared questions. Engages appropriately when in disagreement and pushes back respectfully and in a spirit of good faith cooperation.
Location(s)
Mexico City - Antara Tower A - 5th Floor - Local Office
Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.