Assistant Manager, Personnel

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.

Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Marketing is at the heart of Reckitt. We pride ourselves on our unique way of driving growth for some of the world's most loved and trusted health, hygiene and nutrition brands.

Our purpose and fight are what motivates us to design and deliver distinctive communications throughout our consumer funnel, so that we deliver category growth as well as a positive impact on society.

With extensive media and digital teams embedded throughout the organisation, we measure both our business and our societal impact. Our global teams lead on our overarching brand strategy, brand guardianship and innovation pipeline in close partnership with R&D. Leaving our local marketing teams to deliver on our regional goals in partnership with our Sales teams.

With the scale of our 2500 marketing community - alongside our leading-edge Marketing Academy - your opportunities to grow and upskill will be extensive.

The Consumer Relations (CR) Supervisor is responsible for the daily supervision and leadership of a team of front-line Consumer Specialists within a multi-channel contact center. The CR Supervisor ensures that established Key Performance Indicators (KPIs) are met through performance management coaching, backlog management and real time adherence of staff. CR Supervisors drive accountability within assigned teams and build cross-departmental relationships and collaboration to equip the team with the information and skills needed to provide positive consumer experiences that support the vision, mission, and values of the Enfamil Consumer Resource Center ECRC). The CR Supervisor also leads and manages projects within the ECRC to advance the team's capabilities and achieve operational efficiency.

* Collaborate with the Associate Manager-Personnel, ECRC to establish team objectives and create an action-based strategy that supports the vision of fast, connected and personalized service for Enfamil Consumers.

* Actively lead Consumer Specialist team and drive accountability in a consistent manner that allows the team to achieve or exceed service-level expectations and departmental KPIs.

* Communicate departmental expectations to Consumer Specialist team and provide coaching and mentoring that supports process-oriented approaches to solving complex customer problems.

* Develop and optimize operational requirements, processes, and procedures.

* Provide tactical supervision of front line, multi-channel ECRC Consumer Specialists in a fast-paced contact center environment. Meet monthly contact center performance goals for customer satisfaction, quality, productivity, and other key performance indicators.

* Maintain staffing levels to ensure consumer demand is met across all contact channels, and KPI results are favorable.

* Interview and recommend hiring and promotion of contact center staff.

* Coach, encourage, recognize, and discipline as appropriate to increase employee engagement, empowerment, efficiency and expected outcomes. Monitor compliance, regulations and policy within the team and ensure consumer engagements are compliant with all regulatory expectations and company processes, policies, and regulations.

* Identify staffing gaps across all channels and prioritize upskill training through collaboration with the learning and development team.

* Bachelor's degree from an accredited 4-year college or university required

* Minimum 2 years previous experience leading customer service teams while possessing the ability to handle multiple priorities and projects simultaneously

* Must be able to perform all responsibilities and functions in a remote environment

* General understanding of multi-channel contact center operations and key performance indicators required

* Self-motivated, detail oriented, independent worker with experience in handling high volume, multi-task workload

* Proven ability to lead remote employees while balancing multiple priorities and meeting timelines

* Communicates effectively using respect, courtesy, candor, integrity, and professionalism always

* Ability to analyze business, compliance and communications with sensitivity and urgency

* Ability to make quality decisions and solve complex problems in a fast-paced environment

* Ability to lead interactions with team members and management at all levels effectively while driving necessary recommendations and changes to business

* Innovative and focused on continuous improvement

* Ability to troubleshoot general technology issues such as network and/or application issues

* Proficient in Microsoft Office suite products

Consumer Insights, Analytical skills, Presentation skills, Drive Innovation, Storytelling, Creativity, FMCG/Consumer Health Experience, Brand Management.

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way.

We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

USD$66,000.00- $98,000.00

The base salary range for this role will vary based on experience in job and industry, training and education, skills relevant to the position, and other factors permitted by law. In addition to the base salary, the position is eligible for an annual discretionary bonus, which is subject to change each year.

Reckitt offers eligible employees competitive benefits including medical, prescription, dental, vision, life and disability insurance; paid time off for vacation, sick, and Company recognized holidays; a 401(K) plan; generous paid parental leave; adoption and fertility support; tuition reimbursement; product discounts; and much more!

If reasonable accommodation is needed to complete your application, please contact . Reckitt is committed to the full inclusion of all qualified individuals.

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you.

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.