Quality Call Center Assoc Mgr

Quality

About the job

The Head of Consumer Voice oversees the management of the service which answers to direct unsolicited consumer feedback, across all channels of conversation (phone, email, live chat, messaging, social media, etc.). To protect the brand love and foster consumer loyalty, she/he executes the mission in order to ensure that an excellent service is delivered, while representing the interests of both the consumers and the company, in compliance with Danone standards. She/He ensures that consumers enjoy a timely, seamless and consistent experience across all the touchpoints which consumers can use to contact the company. She/He ensures that the voice of the consumer is being heard within the organization across all functions so that, beyond solving issues and answering questions, consumer feedback are analyzed and translated into concrete action plans with responsible functions to improve products and services offered. She/He plans, implements and maintains operational standards and systems, performance objectives, budget, and staffing. * Consumers being end users, shoppers, patients, care givers, etc.

About you

Professional experience:

• A minimum of 5 years of professional experience, particularly for manager position
• With preferably several years of experience in a similar position in consumer or customer service, preferably with knowledge of the category and/or industry, especially for ELN and AMN.

Required Personal Attributes:

• Consumer focused
• Capacity to find the right balance between empathy and control
• Ability to work in a cross functional / team environment, under various internal and external constraints, with possibly conflicting interests of the various stakeholders
• Excellent listening and communication skills (oral and written) both for external communication and for internal communication
• Embraces and advocates the company and brand values
• Leadership and people management skills, with the ability to focus on team and individual performance
• Digitally savvy
• Good understanding of technology applicable to contact centers
• Self-motivation and initiative, goes above and beyond job role to deliver added value to the business and to the consumers
• Ability to cope with change and solutions orientated
• Fast learner, Fast decision maker
• Analytical capabilities, understanding of statistics and generally good with numbers
• Capacity to manage workload between self, team members and to seek support from external resources
• Resistance to stress and pressure, ability to operate normally in critical situations
• Excellent time management skills
• Curious and innovative

Language:

• Understanding the main(s) language(s) used by consumers is essential (native or at least fluent speaker)
• Good level of business English (read and write), at least to understand internal Danone communication and translate them to her/his team and colleague

About Danone

At Danone, we work to make a vision a reality: “One Planet, One Health.” Here you will have space to create, undertake, grow, and above all, to be yourself, thanks to our culture of Inclusive Diversity, where we are clear that “our differences are what make the difference.” Do things your way! The way you work, the way you develop, and the way you progress depends on you. Be innovative, undertake, and the impact you will have will surprise you. You will work with agile methodologies, in high-performance teams where you will learn, influence, and contribute to achieve concrete objectives and thus grow with the company. We want you to come and see for yourself! 😊

Job details

Dedicated to bringing health through food to as many people as possible, we are a leading global food & beverage company built on four businesses: Essential Dairy and Plant-Based Products, Waters, Early Life Nutrition and Medical Nutrition.