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Manager I Customer Care Training & Service Excellence
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- Retail Business Services is the services company of leading grocery retail group Ahold Delhaize USA, currently providing services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop.
- The role is also an essential leader and advisor on strategic initiatives within customer care and plays a critical role in transformation initiatives to improve productivity, service and culture.
- Drives continuous improvement of the customer care center representatives by staying ahead of new practices and technologies, training and development, and process transformation.
- Improves both customer care representative satisfaction along with customer satisfaction, all tied to a high-performing culture of care with a foundation deeply rooted in service, quality, listening, empathy and problem resolution.
- Supports the customer care director to develop and manage the contact center budget, including forecasting and variance analysis.
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