Connection Center Manager

Connection Center Manager

req39256
Employment Type : Regular
Location : READING,PA
Have you ever enjoyed Arnold, Brownberry or Oroweat
bread? A Thomas' English muffin or bagel? Or perhaps snacked on a Sara Lee,
Entenmann's or Marinela cake or donut? If the answer is yes, then you know
Bimbo Bakeries USA!

More than 20,000 associates in bakeries, sales centers,
offices and on sales routes work to ensure our consumers have the freshest
products at every meal. In addition to competitive pay and benefits, we provide
a safe and inclusive work environment that appreciates diversity, promotes
development and allows our associates to be their authentic selves.

Description :
Come join the largest baking company in the world and
our family of 20,000 associates nationwide!

Top Reasons to Work at Bimbo Bakeries USA:

Great Annual Salary
range - $71,000 - $92,300
Annual
Bonus Eligibility

Comprehensive
Benefits Package

Paid
Time Off

401k
& Company Match
Position Summary:
The Connection Center Manager (Contact Center) is responsible for overseeing all aspects of the sub-function of the Contact Center for the North America Connection Center.
Key Job Responsibilities:
Internal liaison between the Contact Center and Operations, Sales and other internal departments.
External liaison between the outside, independent laboratories that perform foreign matter analysis.
Provide foreign matter results to consumers
Follow-up with bakeries regarding past due foreign matter reports.
Process and code laboratory billing for foreign matter analysis
Handle store related complaints (ex. Walmart, Publix, Target, etc)
Take escalated calls.
Attend weekly meetings with the outsourcing provider to keep them informed of updates with regard to new products, discontinuations, important company information, so the agents are made aware
File product liability insurance claims
Escalate issues to Senior Director when necessary.
Monitor and review department KPI's on a daily basis
Prepare daily, weekly, monthly and year end call center performance reports by collecting and analyzing data to ensure KPI's are being met by outsourcing agency.
Develop collaborative partnerships with key stakeholders to maintain effective operations and deliver optimal results.
Monitor calls to ensure high performance and quality
Act as the Voice of the Consumer, championing change and improvements across the consumer experience, drive change and influence future change/projects to support and achieve improvements in the consumer experience with internal key stakeholders.

Enhance the quality of consumer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Process communications between internal and external consumers/customers.
Assist with after-hours support, as needed
Process department invoices for payment as first approver
Approve refunds for gift card funding
Direct incoming emails to appropriate area
Contribute to the strategy and solutions of new business efforts
Proactively introduce new ideas for initiatives
Generate reports to show growth as well as areas needing improvement
Maintain the company integrity and follow our mission, vision, and values
Handle a wide variety of inquiries, comments and quality issues with composure, humor and empathy.
Oversee the management of data collection.
Update Salesforce Knowledge Base with information/articles.
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Position Requirements :
Key Behavioral Competencies:
Results-oriented self-starter, with a strong sense of urgency, and ability to work in fast-paced environment.
Success managing multiple initiatives effectively to meet timelines and expectations.
Ability to gather, evaluate and interpret data with an acute attention to detail.
Ability to maintain effective relationships and interface with cross functional teams
Strong critical thinking and communication skills.
Excellent written and verbal communication skills
Available to work extended hours during crisis and recall situations.
Willingness to be on-call after hours for issues.
Education and Work History:
Bachelor's level degree required.
At least four years of professional experience, with a minimum of three years' experience in a Consumer Experience Service role.
The physical and mental demands described in each job posting are representative of those that must be met by an associate to successfully perform the essential functions of each job. Reasonable accommodations may be requested to enable qualified individuals with disabilities to perform the essential functions of each job.
Bimbo Bakeries USA is an equal opportunity employer with a
policy that provides equal employment opportunity for applicants and employees
regardless of race, color, religion, sex (including pregnancy, sexual
orientation, or gender identity), national origin, age, disability, genetic
information, marital status, veteran status, any other classification protected
by law.
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