Bilingual Consumer Relations Team Leader at Procter & Gamble Company

Manila, National Capital Region, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consumer Goods, Contact CenterIndustries

Requirements

Language Proficiency: Stronger preference for bilingual skills (implied by job title)

Responsibilities

Manage the daily operations of the contact center, ensuring alignment with company and business policies and procedures
Monitor contact volume and workflow to ensure adequate staffing and resource allocation
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
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
Ensure consumer interactions meet quality standards and adherence to best practices
Implement quality assurance programs to enhance service delivery and consumer experience
Monitor individual and team performance metrics, ensuring alignment with KPIs and SLAs
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
Develop strategies to improve consumer satisfaction and retention
Address escalated consumer complaints and resolve issues in a timely manner
Oversee scheduling and staffing to ensure optimal coverage during peak and off-peak hours
Forecast contact volume, analyze trends, and adjust workforce plans accordingly to meet demand
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
Coordinate and facilitate training programs for new and existing advisors to enhance skills and knowledge
Promote a culture of continuous learning and professional development within the team
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
Continuously evaluate and improve contact center processes and workflows to enhance efficiency and effectiveness
Implement new technologies and systems to streamline operations
Prepare regular reports on contact center performance, presenting findings to senior management
Use analytics to make data-driven decisions and inform strategic planning
Collaborate with other teams and departments (e.g., Service Delivery, Data & Analytics, IT) to align strategies and ensure a cohesive approach to consumer service
Act as a point of contact for cross-functional initiatives and projects