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Relocation Provided: Job Posting End Date: March 16, 2018 Job Profile: 30025358 - Floor Operations Supervisor Company: 0101 Coca-Cola North America Grade: 08 Function: Sales and Acct Mgmt Role: Level 7 Travel Required: Open for Referrals: Position Overview: Its an exciting time to work in The Coca-Cola Companys flagship market. Were 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 were innovating to give consumers the drinks and packaging sizes they want, or building our eCommerce capabilities. People are our focus when were collaborating with our diverse network of locally-connected bottling partners, and when were 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 (FOS) oversees daily execution of call center processes for the Contact Center Operations team within the Foodservice Operations & Customer Service organization. The FOS provides first level support for frontline associates and Contingent Workers and provides general support for managers (Team/Group/Department) across the Contact Center Operations organization. The FOS monitors daily staffing needs and takes appropriate action to ensure delivery of key quality and service level metrics. The FOS is also responsible for supporting customer/consumer escalations. Function Specific Activities: Function Related Activities/Key Responsibilities (Top 5-8 core responsibilities) Monitor performance and staffing to ensure business needs are being met; make decisions with understanding of labor and staffing implications to budget and service level. Research and resolve escalated issues for customers, business partners and Company associates using CCNA information systems (e.g., Thirsty, SAP, Nexus, Genesys, Netterprise, etc.) Work with staffing agency to source and recruit Contingent Worker candidates. Schedule vacation, meetings, roundtables, training, etc. as needed. Adjust schedules/breaks when necessary. Facilitate onboarding training, work station setup, and hardware and software access for department associates and Contingent Workers. Receive, record and respond to customer inquiries/feedback using database tools and documented best practices in order to provide improved service performance and/or to capture and report data to internal/external users. Ensure appropriate and needed resources in support of others are available and accessible so desired outcomes can be achieved. Oversee Contingent Workers and work with vendor to deliver coaching/feedback. Assists with compiling data and administering delivery of performance metric scorecards. Assists managers with monitoring and accurately recording time worked for associates and Contingent Workers to ensure accurate attendance and pay reporting records. Assists associates and Contingent Workers with meeting the expectations required of their role by monitoring their work and providing coaching/feedback to help them make appropriate and necessary adjustments. Provide information to managers to assist with managing the performance of associates and Contingent Workers and to ensure ongoing business continuity. Education Requirements: High School diploma; GED equivalent Preferred Level: Bachelors Degree Related Work Experience: Minimum: 3-5 years of operations and customer service experience Preferred: 1 year of demonstrated leadership experience 1 year of experience in call center processes, operations and systems Leadership Behaviors: DRIVE INNOVATION : Generate new or unique solutions and embrace new id
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