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Team Manager

The Coca-Cola Company

  • Location: ALPHARETTA, GA - USA
  • Post Date: 12/1/2018
  • Job Type: FULL TIME
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Job ID: R-20624

Position Overview:

The Reactive Service Operations Team Manager responsibilities include day-to-day operations of managing Customer Engagement Associates (CEA) and Customer Resolution Specialist (CRS). This role is critical in supporting reactive service and support activities for National Foodservice & On-Premise customers ensuring their request are handled quickly with follow up for complete resolution to their operational needs

Function Specific Activities:

JOB RESPONSIBILITIES

  • Assess associate service performance and provide timely feedback designed to drive customer satisfaction.
  • Drive customer service results in team and individual performance through strong coaching, motivation and scorecard performance management.
  • Consistently monitor associate compliance with established policies and procedures, recommending and administering timely corrective action and development plans if required.
  • Conduct follow-up and support activities to drive improvement and success.
  • Analyze and provide individual and team initiative results. Identify continuous improvement opportunities and communicate to internal stakeholders to maximize efficiencies.
  • Participate in projects, build and maintain collaborative relationships with field service leaders and support groups to ensure process improvements, teamwork and performance.
  • Motivate associates and their performance by creating an engaging work environment, and team building activities.
  • Provide clear direction to associates via appropriate communication tools to ensure new/revised processes are understood and immediately applied to customer interactions.
  • Utilize effective verbal and written communication skills in driving associate growth and business results.
  • Research, resolve and respond to escalated customer complaints/issues to ensure customer satisfaction.
  • Lead and demonstrate commitment to attract, develop and engage a highly talented and diverse team.
  • Prepare and deliver regular performance evaluations, identifying and developing talent in support of career path strategy.
  • Accurately review, approve and process pay related activities in accordance within established policy.
  • Consistently evaluate associate interactions with customers and provide timely feedback to ensure quality service.
  • Manage call queues, shifting appropriate resources or activities when necessary.

JOB REQUIREMENTS

  • 2 years call center operations experience and one year supervisory experience
  • Demonstrated ability to communicate effectively by providing clear
  • Influencing and actionable feedback to associates, peers and management with the desired outcome of relationship development and accomplishing business objectives
  • Proven ability to problem solve and provide short/long term direction while effectively determining when either or both should be applied.
  • Teambuilding, development and collaborating skills
  • Strong organizational skills with the ability to provide leadership in a fast-paced environment while effectively driving customer service performance
  • Proficient in Microsoft Word, Excel and Power Point
  • High School diploma

PREFERENCES

  • Bachelor's degree in business management, organizational effectiveness or finance
  • Customer Service / Call Center certification preferred
  • Expertise in contact-center metrics, performance drivers, and technologies to include Customer Relationship Management Software, Workforce, Quality, Learning and Development
  • Proven experience collaborating with a multifunctional organization

Job Requirements:

Years of Experience:

3-5 Years Experience

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. Apply
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