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Location(s):United States of America
Travel Required:00% - 25%
Job Posting End Date:February 21, 2020
Job Description Summary:
Why Join Coca-Cola North America?
It’s an exciting time to work in The Company’s flagship market. We’re accelerating our momentum as the fastest-growing large consumer goods company in North America by putting people at the heart of our business and everything we do – whether we’re innovating to give consumers the drinks and packaging sizes they want, or building our eCommerce capabilities. People are our focus when we’re collaborating with our diverse network of locally-connected bottling partners, and when we’re returning every drop of water we use to communities and nature. And people – with the different backgrounds, skills and perspectives they bring to our workplace – are helping transform our business, one big idea at a time. We empower our employees to challenge the status quo, make bold recommendations, experiment and adapt, so we can grow together and make a great business even better.
The Floor Operations Supervisor is responsible for overseeing the day to day and hour to hour operational execution of the call center functions, providing support to the Reactive Service Operations management team by assisting in the development of agents, analyzing trends for action, supporting process improvements and promoting improved performance via the sharing of best practices. It will help ensure quality customer service and efficient order fulfillment for Coca-Cola customers in a twenty-four-hour, seven day a week operation, 365 days a year, including holidays.
Flexibility is required: (Typical hours can be Monday- Friday 3:00 pm to 11:00 pm with 2 rotating weekend shifts required per month)
Function Related Activities/Key Responsibilities:
Act as subject matter expert and share best practices with frontline teams and support groups.
Assist in monitoring day-to-day operations to ensure all work is completed timely, and team members are productive. Within established guidelines, take action and/or proactively notify leadership of unexpected circumstances that may impact current or future operations.
Provide supplemental coaching and assist in developing associates to achieve and maintain higher performance, drive consistent call quality and adhere to Contact Center processes and procedures.
Leverage standardized reports daily, weekly and monthly to identify trends, performance gaps and/or other potential opportunities for improvement. Take action verbally and/or in writing to address any opportunities identified.
Creatively develop and implement departmental activities and training to support equipment service initiatives as assigned.
Support management team as necessary with activities such as schedule changes, time keeping system review, team meeting facilitation, attendance tracking and quality monitoring.
Utilize various Contact Center systems to research individual customer complaints and/or process improvement opportunities.
Related Work Experience:
Call Center experience
Knowledge of Workforce Management systems
Our Growth Culture:
One of the reasons our company continues to thrive after 130+ years is having a company culture that supports and rewards behaviors that lead to growth. Our “Growth Behaviors,” as we call them, are ways of being and working that help to make us successful. Think about how you can bring this to life in your next role at Coca-Cola.
Keep seeking, never settle. Staying curious about what is outside, and two steps ahead inspires us to challenge the status quo. Having the courage to look and leap is the way we grow. Because asking “what if?” pushes us to the next level as people and as a company.
Make it happen. True empowerment is the result of taking responsibility. This means giving yourself permission to see it, say it and do it, and owning the outcomes. Because we move forward faster when we all take action.
Version 1.0, 2.0, 3.0
Push for progress, not perfection. There are very few overnight successes. Greatness is borne of many little victories (and failures). Share v 1.0, test it, and make it better. Then create the next version. Because the moment we think something is perfect, it will be obsolete.
Include, value and trust each other. We are smart alone but together we are genius. This means being inclusive, giving the benefit of the doubt and being responsible for each other. Because, for our company to thrive for the next 100+ years, smart isn’t enough. We need genius.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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