Full Job Description
The Kraft Heinz Company is one of the largest food and beverage companies in the world, with eight $1 billion+ brands and global sales of approximately $25 billion. We’re a globally trusted producer of high-quality, great-tasting, and nutritious foods for over 150 years. While Kraft Heinz is co-headquartered in Chicago and Pittsburgh, our brands are truly global, with products produced and marketed in over 40 countries. These beloved products include condiments and sauces, cheese and dairy, meals, meats, refreshment beverages, coffee, infant and nutrition products, and numerous other grocery products in a portfolio of more than 200 legacy and emerging brands.
We spark joy around mealtime with our iconic brands, including Kraft, Oscar Mayer, Heinz, Philadelphia, Lunchables, Velveeta, Planters, Maxwell House, Capri Sun, Ore-Ida, Kool-Aid, Jell-O, Primal Kitchen, and Classico, among others.
No matter the brand, we’re united under one vision: To sustainably grow by delighting more consumers globally . Bringing this vision to life is our team of 39,000+ food lovers, creative thinkers, and high performers worldwide. Together, we help provide meals to those in need through our global partnership with Rise Against Hunger. We also stand committed to responsible, sustainable practices that extend to every facet of our business, our consumers, and our communities. Every day, we’re transforming the food industry with bold thinking and unprecedented results. If you share our passion – and are ready to create the future, build a legacy, and lead as a global citizen – there’s only one thing to do: join our table and let’s make life delicious!
Our Culture of Ownership, Meritocracy & Collaboration
We're not afraid to think differently. Embrace new ideas. Dream big. We empower our people at every level – from entry-level intern to senior leader – to own their work. We share a responsibility to think like Owners – to be mindful of the collective and sustained success of Kraft Heinz – which we apply to every situation, every day. As part of Kraft Heinz, you're supported to grow and achieve. You’re expected to bring your authentic self to work every day, to lead with humility, and drive outstanding performance at every level – and you’ll be rewarded. You’re given opportunities to leave a mark and build a legacy. But you won’t do it alone. You’re supported by passionate teammates along the way, and our collective, collaborative spirit fuels our incredible progress.
Role / Title:
The Senior Analyst, Marketing – Consumer Relations Operations (Training) , is responsible for designing and implementing the Kraft Heinz contact center BPO training program. This person facilitates training for the entire Kraft Heinz product portfolio, its promotions, direct marketing programs and systems, and facilitates Train the Trainer sessions for the contact center BPO to manage ongoing training needs. The Senior Analyst, Marketing – Consumer Relations Operations (Training) creates all contact center training materials, including agent training manuals, on-the-job resource materials and all other job aids. This person is a key knowledge expert in Consumer Relations and all Kraft Heinz contact center processes and systems, This role is responsible for conducting weekly joint-monitoring sessions with the BPO to evaluate agent quality and performance, and conducts ongoing monitoring and auditing of BPO contacts to ensure accuracy and appropriate handling of contacts. This person is responsible for leading several weekly BPO meetings, including leadership, joint monitoring, and all-team meetings, to ensure alignment with company objectives. This position has a direct impact on the ability of Kraft Heinz BPO agents to effectively deliver consumer satisfaction and reflect the values of Kraft Heinz at the contact center. Some travel is required for this position, both domestic and international.
Create and maintain templates for all training manuals, exercises, and training agendas, including the methods & procedures manual utilized for all contact center processes.
Revisit and update existing training materials to enhance the virtual training experience.
Identify and implement training projects and/or new processes that reduce cost, improve data integrity, and enhance existing operational policies and procedures.
Develop and deliver training for company-wide initiatives, new hire training, contact center CRM and other systems, and conduct ongoing refresher sessions on a variety of topics.
Lead team meetings and c alibration sessions with the BPOs weekly, providing feedback and guidance and overall ensuring quality program alignment.
Partner with Marketing teams to conduct training for new products and ensure CR processes are clearly defined (scripts, coupons, letterhead, systems, etc.)
Provide coaching and mentoring of day-to-day activities within the BPO Quality/Training group and contact center agents.
Conduct training for, provide feedback on and coordinate testing of new CRM systems initiatives.
Proactively identify opportunities to improve consumer satisfaction based on feedback received from the consumer satisfaction surveys and create training plan as needed.
Minimum Bachelor’s Degree (Learning and Development, Communication or Liberal Arts preferred).
Travel required, 20-25%.
Minimum 3 years’ experience in a corporate training environment (onsite or offsite), preferably in the Consumer Packaged Goods space (but not required).
Demonstrates drive for results, excellent time management & organizational skills, and strong attention to detail.
Ability to reason through process and procedural questions and think on one’s feet.
Accustomed to working in a fast-paced environment where priorities change frequently.
Superior problem resolution skills and ability to push forward when faced with obstacles.
Personal characteristics such as resilience, initiative, and self-awareness.
Demonstrated ability to partner effectively with all levels and lead meetings with outsource partner.
Able to stand alone, work with minimum direction and use own initiative in order to determine priorities and plan time accordingly and to independently manage major projects, workflow and responsibilities.
Demonstrate consumer obsession at every opportunity and encourage this behavior of internal and external stakeholders.
Excellent verbal/written communication and interpersonal skills required; ability to speak with confidence and clarity in small settings and in front of larger audiences, both in person and remotely.
Demonstrate strong working knowledge and ability to train on contact center CRM software (Salesforce Service Cloud preferred).
Strong industry understanding of omni-channel customer service (i.e. Chat, SMS, IVR, AI, Bots, IoT, etc..)
Intermediate/advanced skills in PowerPoint, Excel and Word.
Glenview R&D Center
Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity