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General information

All posting locations: Glenview, Illinois, United States of America

Job Function: 05 - Marketing

Department: 05 - 04 - Consumer Affairs

Date Published: 10-Feb-2021

Job Type: Regular

Description & Requirements

Role / Title: 


The Senior Analyst- Marketing – Consumer Relations Operations (Training)- is responsible for designing and implementing the Kraft Heinz contact center BPO training program.  This person facilitates training for the entire Kraft Heinz product portfolio- its promotions- direct marketing programs and systems- and facilitates Train the Trainer sessions for the contact center BPO to manage ongoing training needs.  The Senior Analyst- Marketing – Consumer Relations Operations (Training) creates all contact center training materials- including agent training manuals- on-the-job resource materials and all other job aids.  This person is a key knowledge expert in Consumer Relations and all Kraft Heinz contact center processes and systems- This role is responsible for conducting weekly joint-monitoring sessions with the BPO to evaluate agent quality and performance- and conducts ongoing monitoring and auditing of BPO contacts to ensure accuracy and appropriate handling of contacts.  This person is responsible for leading several weekly BPO meetings- including leadership- joint monitoring- and all-team meetings- to ensure alignment with company objectives.  This position has a direct impact on the ability of Kraft Heinz BPO agents to effectively deliver consumer satisfaction and reflect the values of Kraft Heinz at the contact center.  Some travel is required for this position- both domestic and international.

Key Components

  • Create and maintain templates for all training manuals- exercises- and training agendas- including the methods & procedures manual utilized for all contact center processes.  
  • Revisit and update existing training materials to enhance the virtual training experience.
  • Identify and implement training projects and/or new processes that reduce cost- improve data integrity- and enhance existing operational policies and procedures.
  • Develop and deliver training for company-wide initiatives- new hire training- contact center CRM and other systems- and conduct ongoing refresher sessions on a variety of topics. 
  • Lead team meetings and calibration sessions with the BPOs weekly- providing feedback and guidance and overall ensuring quality program alignment.
  • Partner with Marketing teams to conduct training for new products and ensure CR processes are clearly defined (scripts- coupons- letterhead- systems- etc.)
  • Provide coaching and mentoring of day-to-day activities within the BPO Quality/Training group and contact center agents.
  • Conduct training for- provide feedback on and coordinate testing of new CRM systems initiatives.
  • Proactively identify opportunities to improve consumer satisfaction based on feedback received from the consumer satisfaction surveys and create training plan as needed.

Qualifications

  • Minimum Bachelor’s Degree (Learning and Development- Communication or Liberal Arts preferred). 
  • Travel required- 20-25%.
  • Minimum 3 years’ experience in a corporate training environment (onsite or offsite)- preferably in the Consumer Packaged Goods space (but not required).
  • Demonstrates drive for results- excellent time management & organizational skills- and strong attention to detail.
  • Ability to reason through process and procedural questions and think on one’s feet.
  • Accustomed to working in a fast-paced environment where priorities change frequently.
  • Superior problem resolution skills and ability to push forward when faced with obstacles.
  • Personal characteristics such as resilience- initiative- and self-awareness.
  • Demonstrated ability to partner effectively with all levels and lead meetings with outsource partner.
  • Able to stand alone- work with minimum direction and use own initiative in order to determine priorities and plan time accordingly and to independently manage major projects- workflow and responsibilities.
  • Demonstrate consumer obsession at every opportunity and encourage this behavior of internal and external stakeholders.
  • Excellent verbal/written communication and interpersonal skills required; ability to speak with confidence and clarity in small settings and in front of larger audiences- both in person and remotely.
  • Demonstrate strong working knowledge and ability to train on contact center CRM software (Salesforce Service Cloud preferred).
  • Strong industry understanding of omni-channel customer service (i.e. Chat- SMS- IVR- AI- Bots- IoT- etc..)
  • Intermediate/advanced skills in PowerPoint- Excel and Word.

Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity