Supervisor, Contact Center - India

Overview

POSITION SUMMARY STATEMENT:

 

The Associate Services Senior officer position supports Herbalife’s Vision, Mission and Values through

excellent and professional customer service by assisting frontline officers and Associates with all business

inquiries. The position is responsible for accepting inbound calls from agents and Associates. Associate

Services Senior Officer is also responsible for making outbound calls to assist with the completion of incoming

calls. All calls are entered and tracked on the Herbalife Contact Management (HCM). Handles escalated

calls and takes full ownership of inquiries through troubleshooting, researching, decision-making and follow-

up. Supports department projects related to process improvements, staff development and work efficiencies.

Supports the Herbalife philosophy by promoting new products, sales tools and marketing campaigns.

Possesses excellent knowledge of Herbalife marketing plan, product information and Sales and

Communication information.

 

ORGANIZATIONAL RELATIONSHIPS:

Interacts with all levels throughout organization; Associates, Customers, and vendors.

 

DETAILED RESPONSIBILITIES/DUTIES:

1. Aware of and adheres to all expectations as stated in Employee Handbook and Departmental Guidelines for Associate Services. Familiar with Associate/Preferred Customers goals and business needs.

2. Proactively identifies issues and is comfortable in taking reasonable risks outside the confines of the current job. Seeks opportunities to help others and is proactive rather than reactive.

3. Proactively provides timely responses to all assigned responsibilities and requests. Actively seeks opportunity to provide feedback independently and when requested. Cooperatively organizes work assignments and accepts alterations to meet organizations needs.

4. Demonstrates empathy and understanding when following through on Associate inquiries. Pays attention to details and gathers all relevant information to ensure accurate response and effective follow-up. Demonstrates commitment to the Associate by confirming agreement of the resolution that is best for the customer.

5. Actively listens to the caller’s questions and digest the information before responding. Uses both open-end-and close-ended questions to gain further understating of the issue at hand. Responds to the caller with confidence to reassure the caller that the information being provided is accurate.

6. Demonstrates a systematic approach when analyzing problems to find the best solution or answer. Displays competence in every situation and effectively applies knowledge and skills. Successfully navigates through various applications, reference materials and uses internal resources effectively. Understands how the issues impact the business and makes sound

decisions using escalation methods to find appropriate solution.

7. Adheres to the Career manual policies and is able to accurately guide Associates to make sound business decisions. Embraces and accurately promotes company events, promotions and product campaigns. Identifies and seizes negative situations and takes appropriate actions to resolve and/or escalate them to promote positive outcome.

8. Responds to agent and Associate needs by being available on the Helpdesk Skill set to answer incoming questions supporting First Call Resolutions for Associates and agents. Is able to provide quick answers to general Helpdesk Skill set inquiries and is able to direct agents to specific links or Associate websites to find the answer.

9. Meets Quality/ATT/Hold target for all the calls handled and ensures high quality of service to associates and preferred customers.

 

MINIMUM QUALIFICATIONS:

 

Skills/Education/Experience:

• 5 – 7 years of customer services skills and minimum 2 years in a team handling role

• Strong customer quality and results orientation skills

• Excellent verbal, written and comprehensive skills

• Ability to adapt and learn new systems/technologies

• Ability to function as an individual and a team member

• Proficiency in MS Office Suite (Excel, Word and Outlook)

• Ability to type 40 wpm

• Ability to organize workload for effective implementation

• Strong customer and results orientation

• Ability to interact effectively at all levels with sensitivity to cultural diversity

• Ability to adapt as the external environment and organization evolves

• Ability to handle daily operations effectively

• Work closely with the team, motivating and coaching them

• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs

• Ensure training and development plans are maintained for all team members