Job Title Contact Center Communications Supervisor

Job Description	The Contact Center Communications Supervisor plays a key role in supporting McDonald’s Customer Contact Center in delivering world-class customer service to more than one million customers each year.  The position is part of a Call Center Operations team and requires an individual with strong verbal and written communications skills, experience in customer service and flexibility with managing multiple priorities.  McDonald’s experience and company knowledge is strongly recommended. Call Center oversight experience would also be a plus in the absence of McDonald's experience.  This individual must also be comfortable and confident in engaging with external customers, a variety of internal Home Office audiences (Legal, Management Admins, Insurance, etc.) and Owner/Operators and field personnel.  Being a resourceful problem solver and having the ability to resolve a variety of customer situations are required.  This individual will also need to understand a variety of technical Systems in the department to capture and report customer feedback. In this role, the supervisor will be supporting the call center on a variety of different initiatives including oversight of the training program which includes ongoing monitoring, review and development of training materials/curriculum and on-site delivery or assessment of training as needed.  This individual will also provide assistance with quality assurance initiatives and support other areas of Call Center Operations including vendor management, weekly and monthly communications, recognition, process and procedure development, etc.  This individual may also support the call center on various marketing and promotion initiatives.    In addition, this person will have responsibility for oversight of customer responses for customer feedback related to nutrition and be the liaison with the appropriate company subject matter experts when research is required on sensitive nutrition/allergen/ingredient issues.  This position requires a strong understanding of all aspects of McDonald’s menu and products and an understanding of nutrition issues.  The ability to analyze data and understand trends and issues to communicate to internal stakeholders is also part of this individual’s responsibilities. Strong organizational skills and written communication skills are required for oversight of all approved letter responses used by McDonald’s Customer Response Center. Developing customer responses is also required.  This individual must be able to take initiative and work independently. He or she must also be a team player in supporting Call Center Ops teammates and have the ability to build relationships with the Home Office team, our Call Center partner, and various cross functional teams at Home Office and with partners in the field.
Responsibilities	Call Center Vendor Management Assistance -- focusing on leading training initiatives. Also participate in quality review, process and procedure development and all other areas of call center management. Must have a passion for the customer and be comfortable with customer situations. Act as the subject matter expert/liason on nutrition issues with company experts -- sharing feedback on current issues and working with nutrition team on escalated nutrition issues Assist in escalated customer handling when needed Customer correspondence oversight of approved language Provide assistance to Call Center Operations team on a variety of other areas marketing/promotion training, product launch information and other projects as needed Ability to analyze customer feedback on a variety issues and share customer perspective through approved reporting templates Share customer feedback and importance of complaint resolution with internal audiences through presentations Participate in a variety of cross-functional teams to share customer perspective and expertise Excellent verbal, written communication, and organizational skills are required
Minimum Requirements	· Ability to deal well with conflict/conflict resolution and have customer service experience   · Strong written and verbal communications · Strong relationship management skills · Presentation skills · Analytical with strong technical skills (Excel, PowerPoint) · Light travel is required  with occasional overnight stays as needed · 1-3 years McDonald’s or Customer Contact Center oversight experience · Training or curriculum development experience (a plus) · Interest in food and nutrition issues · Bachelor’s Degree required for more job details see https://sjobs.brassring.com/TGWebHost/defaultlogin.aspx?SID=^pAX3d9kKGnknIBkX7mEE0IsFrRXrMNqQdcGFSQzyvzCi2s4Dwcr9_slp_rhc_5hlYFUKXXSG *LI-SS Indeed MCD
Country	United States
State	Illinois
City	OakBrook
Requisition Number	2979BR
EOE Statement	McDonald’s Corporation is an equal opportunity employer committed to a diverse and inclusive workforce.