Position summary statement:
The Supervisor Contact Center position supports Herbalife’s Vision, Mission and Values through excellent and professional customer service by assisting frontline officers and Associates with all business inquiries. The position is responsible for accepting inbound calls from agents and Associates. Associate
Services supervisor contact center is also responsible for making outbound calls to assist with the completion of incoming calls. All calls are entered and tracked on the Herbalife Contact Management (HCM). Handles escalated calls and takes full ownership of inquiries through troubleshooting, researching, decision-making and follow-up. Supports department projects related to process improvements, staff development and work efficiencies.Supports the Herbalife philosophy by promoting new products, sales tools and marketing campaigns. Possesses excellent knowledge of Herbalife marketing plan, product information and Sales and Communication information.
Organizational relationships
Interacts with all levels throughout the organization, including Associates, Customers, and vendors.
Detailed responsibilities/duties:
- Adhere strictly to all expectations as stated in the Employee Handbook and Departmental Guidelines for Associate Services. Be familiar with Associate/Preferred Customers' goals and business needs.
- Proactively identify issues and be comfortable in taking reasonable risks outside the confines of the current job. Seek opportunities to help others and be proactive rather than reactive.
- Coordinate work assignments collaboratively and accept alterations to meet the organization's needs.
- Demonstrate empathy and understanding when following through on Associate inquiries. Pay attention to details and gather all relevant information to ensure accurate responses and effective follow-up. Show dedication to the Associate by confirming agreement on the resolution that is best for the customer.
- Actively listen to callers' questions and digest the information before responding. Use both open-ended and close-ended questions to gain further understanding of the issue at hand. Respond confidently to reassure the caller that the information provided is accurate.
- Demonstrate a detailed approach when analyzing problems to find the best solution or answer. Display competence in every situation and effectively apply knowledge and skills. Successfully navigate through various applications, reference materials, and use internal resources effectively. Understand how the issues impact the business and make sound decisions using blocking issue methods to find appropriate solutions.
- Adhere to the Career manual policies and guide Associates to make sound business decisions. Embrace and accurately promote company events, promotions, and product campaigns. Identify and seize negative situations, take appropriate actions to resolve them, and promote positive outcomes.
- Respond to agent and Associate needs by being available on the Helpdesk Abilities to answer incoming questions supporting First Call Resolutions for Associates and agents. Provide quick answers to general Helpdesk Abilities inquiries and direct agents to specific links or Associate websites to find the answers.
- Meet Quality/ATT/Hold targets for all calls handled and ensure high quality of service to associates and preferred customers.
Minimum qualifications:
- Skills/Education/Experience:
- 5 – 7 years of customer service skills, including a minimum of 2 years in a team handling role
- Strong customer quality and results orientation skills
- Excellent verbal, written, and comprehensive skills
- Ability to adapt and learn new systems/technologies
- Ability to function as an individual and a team member
- Proficiency in MS Office Suite (Excel, Word, and Outlook)
- Ability to type 40 wpm
- Ability to coordinate workload for effective implementation
- Ability to interact effectively at all levels with sensitivity to cultural diversity, adapt as the external environment and organization evolves
- Work closely with the team, motivating and mentoring them
- Manage day-to-day line activities, prioritize, and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all team members.
