Company Description
In this hands-on role, the Supervisor, Consumer Service will guide and support a team of 15 – 25 Associate Product Consultants. This role is responsible for overseeing daily operations, mentoring team members and ensuring exceptional consumer service. The Supervisor will provide accurate information about Moen products, address customer inquiries and ensure all warranty policies and procedures are consistently upheld.

Job Description

• Guide, mentor and oversee performance results for direct reports.
• Ensure appropriate staffing levels through forecast planning to include hiring, training, service evaluating, disciplinary actions, mentoring, coaching, succession planning, dismissing and other actions as required
• Assist associates with SAP/C4C system issues.
• Responsible for accuracy of associate time cards (Workday process and IEX)
• Serve as a resource to associates in the resolution of complex problems and/or issues.
• Oversee the team’s achievement of strategic initiatives and Associate performance, incorporate new business, determine business drivers, reduce per transaction cost, and increase efficiencies.
• Initiate process improvements, adhere to formal processes, and deploy proper business standards.
• Ensure the team’s collaboration with the Contact Center Operations group in the daily attainment of expected service levels, crisis avoidance and analyzing the business for continuous improvement.
• Foster and/or participate in campaigns using standard and creative alternatives which foster increased sales, Associate comprehension and engagement in today’s business drivers and targets.
• Oversee and regularly audit the team for full compliance of all audit requirements, formal processes and departmental procedures as well as Moen
• Foster unobstructed workflow and “clear lines of communication” within the team and the appropriate Contact Center departments, Marketing, Sales, Quality and Product Compliance.
• Embrace, foster and participate in training and educational opportunities that target professional growth for self and your direct reports.
• Respond to special assignments as requested and added responsibilities as required.
• Back up support to the Manager, Consumer Services

QUALIFICATIONS

• Fluently Bilingual in French and English with demonstrated proficiency in both verbal and written communication skills
• Post-secondary education in Business or equivalent
• Minimum of 3 years of experience (to include supervisory experience) is required; prior experience in a call center is preferred
• Proficient PC skills with an emphasis on MS Office suite including MS Word, PowerPoint and Excel
• Strong working knowledge of Contact Center tools, terminology and trends
• Above average skills in written and verbal communications as well as the ability to work independently and communicate with employees at all levels
• Proven consistency in role model behaviour and composure, both on the front lines as well as behind the scenes
• Effective change manager, promoting creativity and innovation
• Skilled in interpersonal communications and business negotiations
• Good organizational skills, proven ability to multitask and ability to function in a fast-paced environment
• In-office attendance required 1-2 days a week or as needed based on business requirements
• Monday to Friday rotational schedule
  Additional Information

COMPANY DESCRIPTION:

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here

Please refer the Job description for details