Massachusetts Jobs

Customer Relations Supervisor is responsible to help lead the team to ensure strong resolution and recovery of Dunkin’ and Baskin-Robbins guests; to help address and document issues that may be impacting the guest experience; and help support the brand products, promotions, and company initiatives.

The role is focused on continuous coaching and development of the team to enable a positive culture while creating high caliber talent.

RESPONSIBILITIES

• Recruit, train and develop high potential talent to successfully achieve team goals and provide talent pipeline for organization. Provide meaningful development plans.

• Create an environment that values cultural diversity and other differences in the workplace. Build and maintain a highly engaged team while maintaining a positive work environment.

• Model and ensure excellent customer service is provided to all customers through daily team coaching, counseling, and observation of staffing. Assist in meeting KPI goals by assisting with calls and other contacts when needed. Review reports to provide appropriate coaching and staffing needs, i.e., Utilization Report, real-time performance.

• Review statistical reporting and KPI analysis, seeking root cause analysis, process, and technology improvements because of trends. Identify new and innovative ways to improve guest experience.

• Model and ensure staff members acquire appropriate brand/product knowledge by continuously coordinating and conducting training, holding weekly staff meetings and daily communications.

• Manage escalated and/or critical level related contacts that require supervisor support.

• Structure projects with stakeholders, define project goals, drive projects through the project lifecycle, including clearly communicating status and tracking key issues and accomplishments.

• Effectively problem-solve and identify root cause of issue trends and collaborate with internal business partners to resolve, raise awareness, or improve programs.

EDUCATION QUALIFICATIONS

• Bachelor’s degree

EXPERIENCE QUALIFICATION

• 2 years of Progressive Business Experience, Customer Relations Experience, and Supervisor Experience

• Workforce Management Experience is a plus

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

• Strong written and verbal communication skills.

• Ability to work in a fast-paced environment and collaborate effectively as a team member.

• A positive attitude with the ability to multi-task.

• Ability to deal with highly sensitive and confidential information and to think objectively, based on the larger picture.

• Proficiency in computers.

• Understanding of the franchisor/franchisee relationship is a plus.

• Experience in working effectively on cross-functional teams to achieve common goals.