Job Information
Colgate-Palmolive Contact Center Team Leader in Kansas City, Kansas
No Relocation Assistance Offered
# 155059 - Kansas City, Kansas, United States
Who We Are
Colgate-Palmolive Company is a caring, innovative growth company that is reimagining a healthier future for all people, their pets and our planet. Focused on Oral Care, Personal Care, Home Care and Pet Nutrition, we sell our products in more than 200 countries and territories under brands such as Colgate, Palmolive, elmex, hello, meridol, Sorriso, Tom’s of Maine, EltaMD, Filorga, Irish Spring, PCA SKIN, Protex, Sanex, Softsoap, Speed Stick, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill’s Pet Nutrition.
We are recognized for our leadership and innovation in promoting sustainability and community wellbeing, including our achievements in decreasing plastic waste and promoting recyclability, saving water, conserving natural resources and improving children’s oral health.
If you want to work for a company that lives by their values, then give your career a reason to smile and join our global team!
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 Customer Experience Engagement Center (CXEC) 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 and Science Diet 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.
A Team Leader is responsible for delivering an exceptional customer experience through a team of agents. In this role you will provide leadership, coaching and support to a team, and develop plans to achieve CXEC KPI targets. This includes improving contact center processes, metrics, and activities. The role also includes addressing any escalations, issues/ disputes from customers and/ or consumers.
This is a hybrid position Monday - Friday supporting 2 shifts of agents between the hours of 8:00am - 5:00pm. Based on the area you are assigned, you can be assigned in-office days on Monday/Tuesday or Wednesday/Thursday. The current office location is Topeka, KS, but we will be relocating to Overland Park in Kansas City in November of 2023.
What you will do:
Responsible for managing and leading the day-to-day operations of a team of agents and senior agents to provide an optimal customer experience and one-call resolution
Provide leadership and assist with daily activity to include working with other departments to resolve customer issues
Manage performance check-ins, champion agent development and coaching, and support activities that focuses on caring, being inclusive and acting courageous
Recruit and retain key agent talent
Establish procedures and monitor assignments &/or projects, to include leading teams through continuous improvement and change management
Evaluate and analyze KPI’s and data insights to drive continuous improvement
Participate in cross-functional project teams, being a key stakeholder for CXEC and sharing perspectives to ensure a positive customer experience
Perform other duties as assigned
Below provides a brief overview of the specific teams within the Customer Experience Engagement Center:
Consumer Affairs Team
Successfully manages consumer product questions and addresses both praise and complaints regarding product(s) and services. Agents protect the company when handling high risk complaints (pet ill, foreign material etc.). This team gains a deep understanding of our products and supports consumers in their Hill’s feeding experience.
Platform Team
Successfully manages interactions with Consumers and Veterinary Clinics by providing assistance on consumer facing platforms by addressing inquiries and complaints regarding Hill’s platform program(s) and product(s).
Service Team
Successfully manages interactions with Veterinary Clinics and Neighborhood Pet Store by providing support to Hill’s online business facing platforms addressing inquiries and complaints, as well as providing assistance in order management and maintaining account information.
Basic Qualifications:
High School Diploma or an Associates degree
5+ years of customer service experience
1+ year in a lead/supervisory role that includes coaching employees and being a Subject Matter Expert in a contact center
Proficient with customer service technology tools such as SAP Service Cloud, Nice in Contact, SAP master data, data analytic platforms and Google Suite or Microsoft Office tools and email
Preferred Qualifications:
Bachelor’s Degree in business or related fields
2+ years supervisor experience
Expected Area of Skills:
Professional knowledge of customer service techniques and contact center coaching principles
Understand our customer service customers (internal and external) and consumers
Ability to understand and address escalated issues efficiently and appropriately
Strong interpersonal skills and ability to work well with a wide range of people, including the ability to flex communication style in individual and group settings
Provide clear written and verbal communications
Demonstrates excellent coaching abilities
Recruit qualified agents and develop agent to be a talent pipeline for the organization
Be proficient in customer service technology; a Subject Matter Expert in designated platforms
Be proficient in Google/Microsoft Suite (i.e, Sheets, Slides, Docs)
Ability to analyze and make data driven decisions to identify strengths and process improvements for the department
Support company values of caring, being inclusive and courageous
Influence and negotiate with business partners to achieve a win/win solution
Maintain a high level of integrity regarding strategic and confidential information
Compensation and Benefits
Salary Range $58,400.00 - $80,000.00 USD
Pay is based on multiple non-discriminatory, individualized factors including but not limited to experience, job-related knowledge and education, skills and office/market location. In addition to base salary, salaried employees are eligible for annual discretionary bonuses, profit-sharing and, for Executive-level (salary grade 16 and above) roles only, long-term incentives in the form of Restricted Stock Units and/or Stock Options.
Subject to the terms and conditions of the applicable benefits plans then in effect, all salaried employees are also eligible for a competitive benefits package which includes:
Insurance: Employees (and their eligible dependents) are eligible to participate in Company-sponsored Medical, Dental, Vision, Basic Life Insurance, Accidental Death & Dismemberment and Disability insurance plans.
Retirement Plans: Employees are eligible to enroll in Colgate's 401(k) plan, which provides for company matching contributions subject to eligibility requirements
Vacation/PTO: Employees receive a minimum of 15 days of vacation/PTO leave annually
Paid Holidays: Employees receive a minimum of 13 paid/floating holidays annually
Paid Sick Leave: Based on location and consistent with applicable state and local law, employees receive a minimum of 40 hours of paid sick leave on January 1st of each year
Paid Parental Leave: Eligible employees may take up to eight weeks of paid parental leave and 12 weeks of unpaid leave (varies for employees with fewer than 12 months of service and is subject to hours worked requirements)
Our Commitment to Sustainability
With the Colgate brand in more homes than any other, we are presented with great opportunities and new challenges as we work to integrate sustainability into all aspects of our business and create positive social impact. We are determined to position ourselves for further growth as we act on our 2025 Sustainability & Social Impact Strategy.
Our Commitment to Diversity, Equity & Inclusion
Achieving our purpose starts with our people — ensuring our workforce represents the people and communities we serve —and creating an environment where our people feel they belong; where we can be our authentic selves, feel treated with respect and have the support of leadership to impact the business in a meaningful way.
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.
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.
For additional Colgate terms and conditions, please click here (https://www.colgatepalmolive.com/content/dam/cp-sites/corporate/corporate/en_us/corp/locale-assets/pdf/colgate-terms-and-conditions-2023.pdf) .
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