Job Location

San José

Job Description

The Consumer Relations Manager plays a crucial role in overseeing daily operations to ensure superior consumer service based on our brand needs. This position is responsible for managing staff, monitoring contact volume, and creating a positive work environment. The manager will track performance metrics, analyze data, and implement quality assurance programs to enhance consumer satisfaction. Additionally, the role involves overseeing scheduling, training development, assessing advisor performance, and managing the budget. Prioritizing continuous process improvement, the manager will prepare performance reports for senior management and collaborate with other departments to ensure effective consumer service delivery.

Key Responsibilities:

Operational Oversight:

Manage the daily operations of the contact center, ensuring alignment with company 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.

Perform 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 and areas for improvement; implement corrective actions as necessary.

Quality Assurance:

Ensure 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 to ensure 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 promptly.

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

Workforce Management:

Oversee scheduling and staffing to ensure optimal coverage during peak and off-peak hours.

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

Assess Performance:

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

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, Braund, 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

Advanced English proficiency.

4+ years of experience in the following areas:

Proficient in effectively using digital tools and technologies. Understand not only how to use various digital resources but also when and why to apply them to achieve desired outcomes.

Ability to manage and improve operational performance through user experience, knowledge management, key performance indicators (KPIs), data analytics, and vendor management.

Skilled in methodologies for continuous improvement of business processes, with experience collaborating with various business units to enhance operations, including accounts payable and master data management.

Capable of developing strategies and content that enhance consumer interactions, creating engaging experiences that address consumer questions and influence purchasing decisions, using data to inform and inspire.

Strong relationship-building skills to maintain effective partnerships with internal teams and external partners, delivering exceptional consumer experiences and leveraging insights gained from research to identify opportunities that benefit the brand.

Ensure consumer handling processes meet quality and regulatory standards, protecting both consumers and the brand, while using performance metrics to uphold commitments made to consumers.

Proficient in applying research methodologies to identify consumer needs, design experiments, and analyze results to inform decision-making.

Understanding of how to develop and enhance brand equity through strategic choices that resonate with consumers and define the brand's identity.

What we offer:

Responsibilities as of Day 1 – you will feel the ownership of your project from the beginning, and you will be given specific projects and responsibilities

Continuous mentorship – you will work with hardworking people and receive both formal training as well as day-to-day mentoring from your manager

Work and be part of a dynamic and encouraging environment –

Promote agility and work/life balance for employees, we value every individual and support initiatives, promoting.

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

Experience true support for work/life efficiency and your long-term well-being.

Get a competitive salary and benefits' package.

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, veteran 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

R000124764

Job Segmentation

Experienced Professionals (Job Segmentation)