Team Leader, Consumer Relations at The J.M. Smucker Company in Columbus, Ohio

Job Description:

TITLE

Team Leader, Consumer Relations

LOCATION

Orrville, OH (Close proximity to Cleveland/Akron)

Flexible work arrangements available

REPORTS TO

Manager, Consumer Relations

KEY RESPONSIBILITIES

• Develop and support a team of Representatives




• Provide motivation and maintain high levels of morale in a contact center environment




• Handle escalated consumer contacts while modeling tact, professionalism and compassion




• Maintain service levels (statistical and quality) for the work group

• Implement company policies and programs as required




• Maintain thorough and current employee files




• Complete mid-year and annual performance appraisals




• Facilitate and implement special projects as assigned

• Conduct monthly employee reviews utilizing call statistics, quality evaluations, and data entry accuracy




• Mediate team and individual conflicts within the Consumer Relations Center




• Recognize, reward and celebrate the successes and accomplishments of team members




• Address employee relations and performance issues

• Monitor consumer feedback to detect early development of product or promotional issues




• Responsible for preparing monthly reports detailing each month's accomplishments, future activities, and business review




• Manage functional area of responsibility

SELECTION CRITERIA

Education

• Bachelor's Degree required

Experience

• Minimum 3 years of inbound call center experience with an understanding of metrics and systems required




• Minimum 3 years of supervisory experience preferred or performance coaching experience required




• Strong leadership and interpersonal skills are essential




• Proficient with Microsoft applications including Excel, Word, and PowerPoint




• Excellent verbal and written communication skills are required




• Possess strong organizational skills




• Ability to respond to a rapidly changing call center environment




• Analytical and problem-solving ability is critical




• Ability to work flexible hours as needed

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