At The Schwan Food Company, we are driven to bring our customers delicious foods and reliable services. That's how we grew from a "one-man-and-a-truck" delivery business in rural Minnesota to a multibillion-dollar private company with thousands of team members nationwide. Our commitment to delicious foods shows in all we do, from careful ingredient selection and quality food making to delivering a great experience wherever you shop and eat.
The foods we make reach customers in many ways. We deliver directly to our customer's homes through our popular food-delivery business, offer well-known retail brands such as Red Baron®, Freschetta®, and Tony's® pizzas, Pagoda® snacks and appetizers, and Mrs. Smith's® and Edwards® desserts, and bring innovative food solutions to our customers in the food-service industry. To learn more, visit us at www.theschwanfoodcompany.com.
The Manager Consumer Care, Quality & Training is responsible for developing our Contact Center training content, oversee its implementation and assess outcomes. This individual must identify training and developmental needs and drive suitable initiatives that drive up employee retention, drive down training and handle time, reduce representative error rates, increase first contact resolution, and improve representative metrics. Position guides and mentors the trainers in all third party Contact Center locations and Quality Assurance coordinators. This position also supports the quality and training needs of the internal Tier 2 Customer Advocacy Team.
Responsibilities include development and oversight of all training materials, review standard best training practices, updating the online knowledge center, identifying training needs with the Contact Center and other departments as needed and working with the Customer Care supervisors to ensure compliance with inbound/outbound regulation and company policy. The position will report and monitor representative performance through training sessions and call monitoring activities and provide feedback and recommendations to the Customer Care supervisors on any additional training or coaching needs.
This role supports key deployment efforts, and oversees day-to-day operations of inbound and potentially outbound quality and training. Role requires project leadership, execution excellence, demonstrated service delivery experience and a passion for the consumer.
Develop and implement ongoing training program for the Contact Center and related departments. Identify and assess future and current training needs including system training, policy and procedure training, and customer service training. Schedule training sessions to minimize adverse impact on customer experience and operational metrics. Partner with Business Units 3rd party vender to deploy a wide variety of training methods to engage representative and reduce future error rates and customer complaints
Monitor and evaluate training program effectiveness through QA programs including call monitoring, NPS, training surveys, representative and supervisor feedback. Resolve any specific program gaps and tailor future programs as necessary to ensure highly trained representatives
Maintain keen understanding of training trends, developments and best practice. Maintain procedure changes. Also, attending educational workshops, reviewing professional publications, establishing personal networks, and benchmarking state of the art practices as needed
Support special projects related to training or QA and assist with recalls and key business initiatives
Matrix to TSFC Learning & Development department for professional development
Position requires travel to our 3rd party vendor locations. Approximately 25% - 30% travel
KNOWLEDGE AND SKILLS
Understand and adhere to outbound dialing regulations, policies and procedure and other Consumer Care Department guidelines
Extensive PC skills in the areas of word processing, spreadsheet and data base
Understanding of USA800s telephone and CTI system
Good organization, negotiating, verbal and written communication skills, and presentation skills
Ability to plan, multi-task and mange time effectively
Excellent communication and leadership skills
Proven work experience in training and employee development
Directly responsible for:
Contact Center Training and Quality Operations (Tier 1& Tier 2)
E-Commerce (Email, Chat and Social Media)
Influences and works closely with:
Manager, Consumer Care, g29 and the Customer Retention & Advocacy Team (Tier 2 Team)
Reports to Director, Contact Center Operations
Collaborates and build relationship with all internal departments, external partners, and agencies in the development and implementation of our consumer care strategies
Collaborate with research team to build and enhance key consumer trends and implications.
Responsible to conduct yourself and ensure your subordinates (if applicable) conduct themselves in a manner consistent with company mission, values, code of ethics, policies, and other standards of conduct.
Other Duties as assigned and discussed.
This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications associated with the job. An individual must be able to perform all of the duties and responsibilities listed in a fully competent manner to be considered successful in the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties and responsibilities.