Job Title:  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 the specific teams within the Customer Experience Service Center. 

Consumer Affairs Team

Successfully manages consumer product questions and addresses both praise and complaints regarding product(s) and services.  Agents protect the company when handling high risk complaints (pet ill, foreign material etc.). This team gains a deep understanding of our products and supports consumers in their Hill’s feeding experience. 

Platform Team

Successfully manages interactions with Consumers and Veterinary Clinics by providing assistance on consumer facing platforms by addressing inquiries and complaints regarding Hill’s platform program(s) and product(s). 

Service Team

Successfully manages interactions with Veterinary Clinics and Neighborhood Pet Store by providing support to Hill’s online business facing platforms addressing inquiries and complaints, as well as providing assistance in order management and maintaining account information. 

Basic Qualifications:

• High School Diploma or an Associates degree with 5+ years of customer service experiences including at least 1 year in a lead /supervisory role that includes coaching employees and being a Subject Matter Expert in a contact center or have a Bachelor’s degree with 2 years experience in a customer related role such as sales, customer service, or other related experiences

• Proficient with customer service technology tools such as SAP Service Cloud, Nice in Contact, SAP master data, data analytic platforms and Google Suite or  Microsoft Office tools and email

Preferred Qualifications: 

• Bachelor’s Degree in business or related fields

• 2+ years supervisor experience

• 1+ years in a customer facing role

Expected Area of Skills: 

• Professional knowledge of customer service techniques and contact center coaching principles

• Understand our customer service customers (internal and external) and consumers 

• Ability to understand and address escalated issues efficiently and appropriately

• Strong interpersonal skills and ability to work well with a wide range of people, including the ability to flex communication style in individual and group settings 

• Provide clear written and verbal communications

• Demonstrates excellent coaching abilities

• Recruit qualified agents and develop agent to be a talent pipeline for the organization

• Be proficient in customer service technology; a Subject Matter Expert in designated platforms

• Be proficient in Google/Microsoft Suite (i.e, Sheets, Slides, Docs)

• Ability to analyze and make data driven decisions to identify strengths and process improvements for the department

• Support company values of caring, being inclusive and courageous

• Influence and negotiate with business partners to achieve a win/win solution

• Maintain a high level of integrity regarding strategic and confidential information

Leadership Competencies (Should match the Colgate Global Competencies 

• Analysis/Decision Making

• Teamwork & Collaboration

• Developing and Coaching People

Working Relationships (Key partnerships and reporting relationships):

• Does this position supervise:  Yes

• Direct reports

• Operations and Success Ops teams

• Cross-functional teams including Legal / Regulatory / Marketing / CDO / CS&L

Travel Requirements: 

• Expected percentage of travel:  Up to 10%

Compensation and Benefits
Salary Range $62,000.00 - $74,000.00 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Diversity, Equity & Inclusion
Achieving our purpose starts with our people — ensuring our workforce represents the people and communities we serve —and creating an environment where our people feel they belong; where we can be our authentic selves, feel treated with respect and have the support of leadership to impact the business in a meaningful way.

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

For additional Colgate terms and conditions, please click here.

#LI-Hybrid