Customer Support
hace 7 días
Overview:PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes**LAY’S ®, DORITOS ®, CHEETOS ®, GATORADE ®, PEPSI ®, QUAKER ®** and more. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people.Our employees drive our culture. No two days are the same; we are dynamic and full of passionate teams that embrace new ideas through our collaborative spirit. At PepsiCo, we know that our company can only succeed when our associates and the society we serve flourishes. We are committed to fostering a diverse workforce by creating a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice. At PepsiCo we create a Space to be you.**Responsibilities**:We are looking for a**Customer Support & Trade Promotion North America-Latam Manager****Responsibilities**- Lead Contact Center PBNA Operation's Day to Day- Guide and coach front line supervisors- Lead Trade Promotion team and support prices setting- Take steps to balance interactions flow and other workload across all representatives available.- Workflow distribution- Ensure SLA and OLA compliance by- Monitor all escalation queues to ensure hand-off times between Tiers and locations.- Align operation standards with PBNA customers- Implement processes enhancement- Provide both strategic guidance to key stakeholders, while deploying a pragmatic approach to ensuring end customers requirements are accomplishedQualifications:**Qualifications**:- Experience supervising a large team at least 4 years as a team lead - experience in a customer service/sales environment- Accounting, Business Administration, or equivalent Bachelors’ degree- 7 - 8 years of relevant professional experience- Proven work experience related with Sales/ Voice Services/ Functional sales areas.- Proficient in full suite of Microsoft Suite of products: Word, Excel, PowerPoint, Outlook- Advance English oral and written communication skills is a must.- Customer focused, adaptable, strong follow up and organizational skills- Goal-oriented with the ability to work under pressure in a fast-paced, changing environment; adapt as necessary to meet new challenges and initiatives; ability to manage multiple priorities simultaneously.- Openness to constructive coaching and ability to implement recommended best practices to achieve performance objectives- Ability to adjust to constantly-changing technology, processes, and team structures**Thank you so much for your interest in PepsiCo****INTERNAL CANDIDATES**:- Having worked at least 18 months in your current function.- PDR evaluation of at least 2/2 on the last two years.- Having not received any warrants and/or disciplinary notifications on the last 12 months.
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