Supervisor, Distributor Services, NAM

General

This position Supervises all activities provided by the Member Services department, based on the Sales and Marketing Plan, as well as Post-Sale service.
It helps to maintain expected service levels through the execution of WFM plans and call processes, as well as ensuring the quality standards established for this department.

Duties and Responsibilities

• Supervise and coordinate the activities of the Member Services area through its Contact Center.
• Support representatives with escalated calls and provide the necessary follow-up to deliver the requested outcome to the Associate.
• Collaborate with other departments such as Order Support, Finance, Events, Records, MPC, R&R, and IS to resolve any issues an Associate/Customer may have.
• Provide feedback to Engagement Center representatives.
• Supervise and measure the quality of representatives using departmental tools, as well as their performance through metrics generated and required within the area.
• Train area representatives on new processes and tools.
• Apply appropriate motivational techniques to promote teamwork and boost team morale.
• Follow up on team representatives’ requests such as: vacation, floating day, time bank, etc.

Processes and Controls

• Ensure that tools such as HMS, GOC, HDMS, Phoenix, Rightfax, phone, computer equipment, etc., are functioning properly so representatives can provide efficient service to Associates. Otherwise, notify the corresponding department.
• Ensure compliance with company policies.
• Follow up on escalated calls from Associates and customers.
• Close pending cases from our Associates.
• Review daily NCH reports to ensure representatives adhere to their “not ready” times, helping us meet our service level goals.
• Provide proper follow-up with other departments to resolve Associates’ issues.

Supervisory Responsibilities

• Supervise, direct, control, and coordinate the activities of the Associate Services group through the Engagement Center, in all areas related to the Sales and Marketing Plan.

Organizational Relationships

Interacts with departments such as Order Support, USA Records, WW Records, MPC, R&R, IS, and GoHerbalife to maintain balance in the relationship between the Associate and Herbalife.

Skills / Education / Experience

• Bachelor’s degree completed or in progress
• 1–2 years of experience as a supervisor (preferably in a Call Center)
• Advanced written and spoken English
• Knowledge of Microsoft Office, Outlook, Internet
• Personnel management
• Strong written and verbal communication skills
• Ability to organize workload for effective application
• Ability to interact effectively at all levels with sensitivity to cultural diversity
• Results-oriented
• Customer service experience
• Multitasking
• Decision-making
• Working under pressure
• Problem-solving
• Empathy
• Tolerance
• Flexibility
• Patience
• Organization
• Excellent customer service
• Responsible
• Desirable: Power BI

Internal Applicants Only

• Advanced knowledge of Herbalife’s Sales and Marketing Plan
• Daily Shake average at 90% over the last 3 months