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Lead Specialist, Consumer Care Excellence

2 months ago

Berkeley Heights, New Jersey, United States L Oreal USA Full time

Position Overview:

The Lead Specialist for Consumer Care Excellence plays a pivotal role in enhancing the consumer experience by managing a dedicated team of Beauty Advisors. This position is crucial in ensuring that service goals are consistently achieved while fostering a culture of excellence and collaboration.

Key Responsibilities:

  • Team Management: Oversee the performance of the Beauty Advisors, providing constructive feedback and support to enhance their service delivery.
  • Operational Oversight: Monitor and evaluate both internal and vendor service level agreements (SLAs) to ensure compliance and operational efficiency.
  • Collaboration: Work closely with Brand Voice Leads to strengthen brand representation and ensure that the consumer advocates are well-informed and aligned with brand values.
  • Training and Development: Identify training needs and coordinate training sessions for new and existing team members to ensure they are equipped with the necessary skills and knowledge.
  • Workforce Management: Ensure optimal staffing levels to meet consumer demand, adjusting schedules as necessary to maximize service quality.
  • Continuous Improvement: Analyze consumer interactions to identify areas for enhancement, implementing strategies to reduce non-value-added contacts.

Required Competencies:

  • Demonstrates strong leadership and interpersonal skills.
  • Possesses a keen understanding of consumer engagement and communication strategies.
  • Exhibits analytical thinking and problem-solving abilities.
  • Displays a commitment to integrity and ethical practices.

Qualifications:

  • Bachelor's degree or equivalent experience in a relevant field.
  • A minimum of 3-5 years in consumer engagement or related roles.
  • Familiarity with contact center technologies and CRM systems.
  • Proficient in Microsoft Office Suite, particularly Word and Excel.

What We Offer:

We provide a competitive salary and a comprehensive benefits package, including health, dental, and retirement plans. Our hybrid work model promotes flexibility, allowing for a balanced work-life integration.

At L'Oréal USA, we are committed to fostering a diverse and inclusive workplace. We encourage individuals from all backgrounds to apply, as we believe that diverse perspectives enhance our innovation and creativity.