Manager, Consumer Care

hace 7 días

Ciudad Apodaca, Nuevo León, México Whirlpool A tiempo completo

Requisition ID: 69838 

About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers. Additional information about the company can be found at  

The team you will be a part of
The Consumer Care team provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer enquiries and complaints fairly and effectively. Provides product and service information to customers and identifies up selling opportunities to maintain and increase income streams from customer relationships. This role in summary

Responsible for executing call center operations in the región of LarNorth + Lar South. This role requires experience in consumer care management, as well as the ability to analyze information and analytical thinking to provide best operational strategy. The ideal candidate must have proven administrative skills and the drive to coordinate transformational projects with innovative tools and hightech trends to improve customer experience.

Your responsibilities will include

Operational strategy: Lead the analysis of call center operation behavior and trends to improve KPI, provide a corrective action in each opportunity area.

Strategic Project Definition & Project roadmap management: Identify, champion, and prioritize strategic projects and initiatives required to enhance the customer experience and improve key metrics such as satisfaction.

Cross-Functional Collaboration & Action: Provide data-driven insights and clear visibility to various departments (e.g., Field Service, Marketing, Engineering) to enable them to execute actions that improve customer experience.

Financial Strategy: Maintain forecast expenses with the correct strategy and innovative project to reduce expenses.

People Skills: Manage a large group of people pushing to standardize process and KPI.

Minimum requirements

  1. Bachelor's degree in Business Administration / Engineering in Administration / Related.

  2. English - Business Conversations

  3. 3 to 5 years of experience in the position or related

  4. Analytic thinking 

  5. Drive

  6. Conflict resolution and decision-making 

  7. Teamwork / Client-Whirlpool-Internal Client 

  8. Consumer Relationship Experience - Customer Centric attitude

  9. Ability to lead a remote organization.

  10. Project Management 

  11. MS Office proficient Excel

  12. Google Drive, Sheets, Slides, Docs, Smart Sheets , and Sites

Preferred skills and experiences

  1. Financial acumen

  2. Service Network Operations Understanding.

  3. Ability to lead large teams.

  4. Resolution, Queries & Complaints Management.

  5. Negotiation skills

  6. Experience on Consumer Journey

  7. Communication skills

Connect with us and learn more about Whirlpool Corporation

See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.

Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.

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