McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.
At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.
Job DescriptionWe are looking for a Customer Care Operations Supervisor to join our team at our global corporate headquarters (MHQ) in Chicago, IL!
The Customer Care Operations Supervisor position resides within the U.S. Customer Care team, a part of U.S. Operations Business Services. The role’s primary responsibility is the on-going support and optimization of our customer-facing Customer Care contact center. This role maintains the Customer Care Operations team’s processes and procedures while providing our Care representatives updated and accurate resources to ensure customer interactions align with brand standards and business strategy. The Customer Care Operations Supervisor will develop a deep understanding of customer and restaurant procedures by facilitating regular touch points with HQ, field, and restaurant partners.
An integral part of the role is developing and manage relationships with key internal partners, which include U.S. Operations, Marketing, Communications, IT, Legal, and Digital.
Travel for this role may be up to 5%. This role follows a hybrid schedule out of our global headquarters in the West Loop (Chicago, USA).
Responsibilities
Acts as a liaison to the contact center vendor to meet key performance indicators and drive continuous improvement.Documents, evaluates & refines, and communicates Customer Care processes and procedures.Maintains knowledge bases and tools that support contact center operations.Holds contact center vendor accountable to accurate quality standards through customer interaction quality reviews and calibrations, ensuring standards are being applied consistently and correctly.Coordinates responses to executive and high profile/VIP correspondence with appropriate corporate partners.Investigates and resolves customer concerns from the contact center vendor & internal partners in a timely manner.Develops and maintains training materials, documentation, and communications that support customer service representatives, customers, and Owner Operators in collaboration with the Customer Care team, internal partners, and the contact center vendor.Coordinates with Customer Care operations managers and internal partners in support of special projects that ensure the contact center is equipped to handle the volume and substance of inquiries.Analyzes quantitative and qualitative data to influence and update Customer Care procedures and tools.Benefits eligible: Yes
Bonus eligible: Yes
The expected salary range for this role is $75,700 – $94,620 / per year
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.
Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.
Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.
McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact [email protected]. Reasonable accommodations will be determined on a case-by-case basis.
McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nothing in this job posting or description should be construed as an offer or guarantee of employment.