Call Center Operations Manager
Call Center Operations Manager
Hill's Pet Nutrition
Topeka, KS
Job ID : 52624d6a32507a344b5551762f56766861413d3d
Job Description :
Relocation Assistance Offered Within Country
# 150595 - Topeka, Kansas, United States
Do you want to make a difference in the lives of people and their pets? What about having the opportunity to connect with others across the world, full of stimulating discussions, and making impactful contributions? If this is how you see your career, Hill’s is the place to be!
Hill’s Pet Nutrition is a multi billion dollar, global division of Colgate-Palmolive Company and the maker of Prescription Diet, Science Diet, and Healthy Advantage brand pet food. Our mission is to help enrich and lengthen the special relationships between people and their pets by providing the best leading-edge pet nutrition technology, products, and expertise to pet owners, veterinary professionals and other key pet professionals worldwide. Our company is a globally recognized Best Place to Work.
About the role
The Call Center Operations Manager of Hill's NA Customer Experience Engagement Center (CXEC) is responsible for leading customer facing teams that respond to elevated consumer and customer issues from our Corporate location near the greater Kansas City area. Teams include Customer Services for Hill's Vet and Pet channels, Consumer Platforms and Consumer Affairs. The Operations Manager will oversee daily operations, develop strategies to meet/exceed KPIs, develop Team Leaders and Agents, manage staffing levels and collaborate with Success Operations to improve customer experiences. This role evaluates trends and forecasts labor to address best staffing and handling of all customer service components, including adjustments for new product rollouts, disaster situations, and back-up support for third-party outages. The Operations Manager liaisons with key business stakeholders for executing changes that support improved Customer Experiences of commercial initiatives.
What you will do
- Manage call-center operations to provide an optimal customer experience, manage customer complaint resolution and meet/exceed Key Performance Indicators (KPIs) including service metrics, budget, turnover targets, quality scores,
- Develop a world class diverse call center team by sourcing and managing talent through individual career development, succession planning and coaching/performance management. Ensure diversity, equity and inclusion of all while fostering FEED & Leadership principles.
- Leverage data, technology and team feedback to identify and implement solutions that improve external and internal customer experiences
- Partner with internal stakeholders to develop strategies and operating plans in the ever changing service landscape, including Customer Fulfillment, Warehousing, Commercial teams and Hill’s Digital product owners to maximize the customer experiences for customers/consumers
- Collaborate with Success Operations leadership to set the strategy for training, analytics, workforce management and quality to support a maturing Customer Experience function
- Build defined strategies to achieve key business outcomes including expanding the client base, share of market, customer retention and service excellence
- Drive strategies to create an inclusive approach to hiring, onboarding and career progression, coordinating efforts with department leaders to ensure an organized and thoughtful plan for filling positions. Maintain communication of openings and partner with managers and HR to facilitate an efficient hiring process with qualified candidates.
- Develop and implement continuous improvement ideas, evaluate operational impacts, and develop appropriate recommendations. Be accountable for efficiency projects and leading change management initiatives.
- Stay current on industry trends, innovations and dynamics as well as contact center standard methodologies. Research call-center trends for optimal customer experience and innovation to continuously improve systems and processes that enable business strategies.
- Performs other duties as assigned
- Complies with all policies and standards
Required Qualifications
- Bachelors Degree in business, IT or related field
- At least 8 years experience in customer service, investment management, finance, operations, supply chain, and/or
- At least 5 years experience leading varied teams in the service industry, sales and /or operations
- Expert knowledge of service related operations, anticipate future needs and facilitate development of complex solutions
- Professional knowledge of customer facing services and related contact center technology / data measures
- Inclusive people leadership skills, including hiring and developing talent and coaching at all levels
- Negotiation/issue resolution skills and the ability to influence a broad range of audiences
- Business proficiency, clear thinking and communicating (verbal/written) and sound decision making
- Embraces diversity and empowerment at all levels
- Understanding of customer service contacts
- Ability to analyze data to drive performance and improvements
- Experience with technology with an interest research new solutions
- Collaborate with cross-functional teams
- Initiate, drive and sustain improved customer experience
- Establish and manage strategic plans and objectives, customer journey mapping and customer feedback methodology
- Manage multiple projects simultaneously in a fast-paced environment
- Proficient in technology such as Google and related department systems i.e, Sheets, Slides, Docs, SAP, etc.)
Preferred Qualifications
- Master's Degree MBA, Org Development or advance degree in a related field or
- Doctorate Vet Medicine or doctorate in a related field
- At least 2 years analytics experience of customer/consumer sectors
- At least 2 years leading Customer Experience initiatives in an organization
- Located or open to relocate to the Greater Kansas Area
Salary Range $96,640 - $ 141,435 USD
Pay is based on several non-discriminatory factors including but not limited to experience, education, skills, and office location. In addition to your salary, Colgate-Palmolive offers a
performance-based bonus and competitive benefits package.
Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.
Are you interested in working for Hill's Pet Nutrition? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.
Work that matters, fueled by passion for pets! At Hill’s we have a purpose. Every day around the world, we transform the lives of millions of pet families through pioneering innovation, amazing nutrition, and the best and brightest people. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hills' mission is to help enrich and lengthen the special relationships between people and their pets.
HILL'S® Prescription Diet® therapeutic pet foods, HILL'S® Science Diet® and HILL'S® Ideal Balance™ wellness pet foods are sold worldwide. Hill’s is a division of Colgate-Palmolive, a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition, with sales of products in more than 200 countries. To learn more about Hill's and Colgate, please visit http://www.hillspet.com and http://www.colgatepalmolive.com, or find us on LinkedIn, Facebook, Twitter and YouTube.
Reasonable accommodation during the application process is available for persons with disabilities. Please contact Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.
Company Details :
Name : Hill's Pet Nutrition
CEO : Peter Brons-Poulsen
Headquarter : Topeka, KS
Revenue : $1 to $5 billion (USD)
Size : 1001 to 5000 Employees
Type : Company - Public
Primary Industry : Consumer Product Manufacturing
Sector Name : Manufacturing
Year Founded : 1907
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Details
: Topeka, KS
: 96640 - 141435 USD ANNUAL
: 46 days ago
