Job Location

San José

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 the budget. They prioritize continuous process improvement, prepare performance reports for senior management, and collaborate with other departments to ensure effective consumer service delivery.

Responsibilities:

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.
- Co-develop best in class work processes with Service Delivery team to

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.

Budget Management:
- Prepare and manage the contact center budget, ensuring efficient use of resources.
- Monitor expenses and identify cost-saving opportunities without sacrificing service quality.

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, Brand, 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

4+ years of relevant experience in similar positions.

Advanced proficiency in both Portuguese and English (spoken and written).

GBS Skills:

Digital Literacy & Acumen: Expertise in selecting and utilizing digital tools effectively, understanding their appropriate application for achieving goals.

Process & Operations Performance: Proven ability to enhance operational performance through user experience, knowledge management, KPIs, data analytics, and vendor management.

Process & Operations Transformation: Experienced in methodologies for continuous improvement of business processes, collaborating with various business units, including accounts payable and master data management.

GCR Skills:

Consumer Conversations: Skilled in developing strategies and content that enhance consumer interactions, creating engaging experiences that address consumer inquiries and influence purchasing decisions.

Connections: Strong relationship-building abilities with internal teams and external partners to deliver exceptional consumer experiences and leverage insights from research.

Stewardship: Ensure consumer handling processes meet quality and regulatory standards, protecting both consumers and the brand while maintaining performance metrics.

Brand Skills:

Learning & Experiment Design: Proficient in employing research methodologies to define consumer problems and design experiments to inform decision-making.

Brand Equity: Understanding of how to develop and enhance brand equity through strategic choices that resonate with consumers and define brand identity.

Important Notes for Candidates:

Please note that the communication process for this job posting may take longer than usual, as it is connected to multiple positions and involves pipeline building for both roles.

Before submitting your application, we strongly encourage you to review the following material: Hiring Process and Assessment Information. Familiarizing yourself with this content will help you be better prepared for the online assessments and enhance your chances of success.

Just so you now:

We are an equal opportunity employer. We don’t discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. Our people are all equally hardworking in extraordinary ways: we come from diverse traditions, personal experiences and points of view. And we want to include yours. Are you ready to encourage us with your ideas?

 

What we offer!

We'll give you responsibilities as of Day 1 – you will feel the ownership of your project from the beginning.

You'll have continuous mentorship – you will work with passionate people and receive both formal training as well as day-to-day mentoring from your manager

We offer you to work and be part of a dynamic and supportive environment

We promote agility and work/life balance for employees.

We love flexibility. You can arrange your work schedule based on your personal needs.

We will let you experience true support for work/life effectiveness and your long-term well-being.

We will give you a competitive salary and benefits' package.

At P&G, leadership is not just a title; it's a mindset and a way of life. We understand that great leaders are not born overnight but are developed through experience, mentorship, and a passion for growth. That's why we have created a vibrant and inclusive environment that fosters leadership skills and encourages personal and professional development.

About Us!

P&G serves consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®,Ambi Pur®, Ariel®, Bounty®, Charmin®, Crest®, Dawn®, Downy®, Fairy®, Febreze®, Gain®, Gillette®, Head & Shoulders®, Lenor®, Olay®, Oral-B®, Pampers®, Pantene®, SK-II®, Tide®, Vicks®, and Whisper®. The P&G community includes operations in approximately 70 countries worldwide. Please visit www.pg.com for the latest news and information about us and our brands.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status,or disability status.

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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Job Schedule

Full time

Job Number

R000133312

Job Segmentation

Experienced Professionals (Job Segmentation)