Contact Center Team Leader

No Relocation Assistance Offered
Job Number #166285 - Overland Park, Kansas, United States

Who We Are

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.
 

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 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 in Overland Park, KS.
 

What you will do:

 

A Team Leader role will be responsible for tasks, including the following: 

• 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 th