Service Team Leader

No Relocation Assistance Offered

Job Number #173125 - Overland Park, Kansas, United States

A Team Leader is responsible for delivering an exceptional customer experience through a team of agents. In this role you will provide leadership, coaching and support to a team, and develop plans to achieve CXEC KPI targets. This includes improving contact center processes, metrics, and activities. The role also includes addressing any escalations, issues/disputes from customers and/or consumers. The Service Team successfully manages interactions with Veterinary Clinics and Neighborhood Pet Stores by providing support to Hill’s online business-facing platforms, addressing inquiries and complaints, as well as assisting in order management and maintaining account information.

This is a hybrid position Monday - Friday supporting two shifts of agents between the hours of 8:00 am - 5:00 pm. Depending on the area assigned, you can be in‑office on Monday/Tuesday or Wednesday/Thursday.

• Managing and leading the day-to-day operations of a team of agents and senior agents to provide an optimal customer experience and one-call resolution.
• Providing leadership and assisting with daily activities, including working with other departments to resolve customer issues.
• Managing performance check‑ins, championing agent development and coaching, and supporting activities focused on caring, being inclusive and acting courageous.
• Recruiting and retaining key agent talent.
• Establishing procedures and monitoring assignments or projects, leading teams through continuous improvement and change management.
• Evaluating and analyzing KPI’s and data insights to drive continuous improvement.
• Participating in cross-functional project teams, being a key stakeholder for CXEC and sharing perspectives to ensure a positive customer experience.

• Bachelor’s degree.
• 2+ years experience in a customer-related role such as sales, customer service, or other related experiences.
• Proficient with customer service technology tools such as SAP Service Cloud, NICE in Contact, SAP master data, data analytic platforms and Google Suite or Microsoft Office tools and email.

• 2+ years supervisor experience.
• 1+ year in a customer-facing role.

Salary Range: $64,000.00 - $96,000.00 USD. Pay is determined based on experience, qualifications and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing and, for Executive-level roles, long-term incentives. Benefits include medical, dental, vision, basic life insurance, paid parental leave, disability coverage, 401(k) retirement plan with company match, a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours), 13 paid holidays, and paid sick leave in accordance with local laws.

We develop strong talent with diverse backgrounds and perspectives to best serve our consumers worldwide and foster an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Colgate is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions) or any other characteristic protected by law.