Consumer Affairs Assistant Manager

Mô tả công việc

The Consumer Affairs Assistant Manager is a new role at PANDORA Americas.  The position is responsible for managing the day-to-day operations of our Consumer Affairs department.  This includes overseeing a team of associates who are tasked with responding to consumer feedback received via phone calls, emails and social posts.  The ultimate goal of this effort is to solve PANDORA consumers’ problems, to improve their satisfaction and to build loyalty for the brand. The position will also be responsible for helping guide the development of this fledgling department.  The Consumer Affairs Assistant Manager is expected to bring skills and knowledge from relevant past experiences that can be used to improve current procedures, develop new processes, identify important metrics to monitor and implement a set of best practices.          Essential Functions: • Daily management of a team of Consumer Affairs Associates, including schedule approvals, quality control, training and providing performance reviews. • Address and resolve consumer complaints that have been escalated beyond the capabilities of a Consumer Affairs Associate.  • Assist the team with handling overflow calls and emails at high volume times. • Coordinate with internal departments to obtain and distribute information needed to resolve consumer cases.  • Develop training materials for new and existing Consumer Affairs Associates; which will include creating a new-hire training program and also regularly assessing training needs to further develop the skills of current team members.   • Identify important department KPIs and other call center-related metrics that will be regularly monitored to ensure operational efficiencies and to review the quality of Associate performances.    • Prepares productivity and performance reports by collecting, analyzing, and summarizing data. • Maintains and improves operations by monitoring technical systems and tools, identifying problems, suggesting enhancements and communicating with IT and vendors. • Assists Consumer Relationship Marketing Manager in identifying valuable consumer insights and regularly recurring issues (problem stores, quality concerns, etc.) which will be shared throughout the organization.  • Identify opportunities for improving team efficiency, reducing response times and addressing roadblocks. • Maintain a friendly and positive tone that will motivate and drive an upbeat environment even though the team is often dealing with unhappy consumers.    • Perform other duties as assigned