Supervisor, Member Services Tw

3 weeks ago


Kuala Lumpur, Malaysia Herbalife Full time

Overview:
COMPANY OVERVIEW:
Herbalife Nutrition is a global company that has been changing people's lives with great nutrition products and a proven business opportunity for its independent distributors since 1980. The Company offers high-quality, science-backed products sold in over 90 countries by entrepreneurial distributors who provide one-on-one coaching and a supportive community that inspires customers to embrace a healthier, more active lifestyle. Through the Company’s global campaign to eradicate hunger, Herbalife Nutrition is also committed to bringing nutrition and education to communities worldwide.

STATEMENT (defines the major functions/purpose of the position)

Supervisor Member Services Contact center Japan Agents is responsible for ensuring member satisfaction is achieved by providing prompt and quality end-to-end resolution, managing, and supporting key internal and external stakeholders in escalated complaints received.

The supervisor is a critical participant in team members’ development and creates a positive & energetic working environment for the contact center.

The supervisor will collaborate with the Contact Center Senior Manager to ensure maintenance of Service Partnership Agreements (SPAs) with local country and cross-functional department, key performance indicators (KPIs) and metrics across all Contact Centers

DETAILED RESPONSIBILITIES/DUTIES:

- Work closely and establish strong business partnership relations with Member Services Team and Contact Center GBS Services Management Framework Team ensuring SPA's execution and commitment
- Builds and maintains business relationships with local Member Relations Manager to align strategies for Member satisfaction.
- Identifies and implements policy and process improvements across the Member Service area that align with the company's strategic direction and/ or provide better service to the members.
- Ensures the Contact Center meets the service level standards outlined in the Herbalife policy, preferably consistently exceeding distributors' expectations. To ensure that Call Center services, including quality, are monitored regularly, measuring, and analyzing personal and organizational performances. Expectations are at SLA >75% and ABD


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