Overview:
Recruiter: Montserrat Tavares
Position reports to: Gabriela Hernández
The GBS R&R Supervisor is responsible for supervising the daily operations of the Member Operations Transactional GBS audit team. The supervisor will monitor the audit team certifying proper procedures and guidelines are being followed. Moreover, the audit supervisor will be leading calibration sessions in collaboration with the Global Audit and GBS R&R Management teams to.
The Supervisor will create and build strong business relationships with GBS Member Operations management, GBS Service Management Framework as well with internal/external customer (Region, Countries and Corporate).
The GBS model foundation is based on operational efficiency, scalability, quality, controls, risk mitigation and continuous improvement:
- The supervisor will use and review KPI's-Metrics that ensures the Service Partnership Agreements fulfillment.
- Cost per transaction reduction using continuous improvement, automation, and global standardization of the end-to-end processes supporting GBS Service Management Framework Team on that goal.
The Audit Supervisor collaborates with GBS Member Operations Management looking for reskilling and/or upskilling opportunities of the staff, aligned with GBS model evolution.
Innovation and change openness are key indicators of the succession planning that this position will collaborate to establish.
SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL: (List requirements, including education and experience needed for the job)
- In-depth knowledge of the Refunds and Repurchase policies and procedures for the Americas including the Marketing Plan
- Proficient of the RMA System and Refund Calculation system functionality
- Strong leadership skills with the ability to develop and motivate a cross functional team
- Must possess strong verbal and written communication skills
- Ability to plan, organize and delegate workload efficiently
- High degree of confidentiality and detail oriented
- Strong verbal and written communication skills
- Ability to flourish in a fast-paced, complex environment and willing to adapt to change
- Ability to analyze data and propose innovative solutions
- Bilingual (English/Spanish) - Strong written and verbal skill in both languages
- Some experience in leading system projects and in conducting UAT
- 2-3 years' experience as a Trainer, Sr. Agent, MR/OS agent, Supervisor, Coordinator (the 2-3 years may be a combination of the listed roles)
SUPERVISORY RESPONSIBILITIES:
- Responsible to supervise and develop (12) audit team members
**Experience**:
Required
- Knowledge of the Herbalife Marketing Plan
- Experience working in customer service
- Not having administrative actions in the last 12 months (written warnings, suspensions).
- No Unexcused Absences in the last 6 months.
- Performance rating minimum at «Meets Expectations (2.0)»
**Education**:
Required
- Bachelor Degree
Job Qualifications:
HOW YOU WOULD CONTRIBUTE:
- Supervise, coach, and develop auditors via one-on-one sessions, web-ex or conference calls
- Plan and develop daily strategies to target the workload based on available resources
- Enforce the timely completion of the refund calculation review to adhere to accuracy and service level standards; 90% between 0 - 1 day and 10% within 2 days if additional revisions are required
- Work with Manager on escalated issues and/or financial deficiencies for proper direction/handling
- Delegate and monitor the product replacement request submitted for review and approval
- Develop strategies/trainings that will assist the department in achieving the overall customer service quality target - (85% - 90%)
- Lead weekly/monthly recaps of calibration sessions and meetings with highlights of positive outcomes and observations with a proposed action plan
- Monitor and evaluate the auditor's quality sessions in addition to analyzing QA session survey metrics to identify opportunities to build it better
- Conduct calibration sessions with agents to provide actional insight to help improve customer service and the department's quality target of 85% - 90%
- Ensure WOW Certified agents stay abreast of WOW Program initiatives and coordinate trainings
- Enforce the proper documentation of outcomes of audit/quality scorecard form(s) in RMA
- Collaborate in building and implementing a recognition program to acknowledge top performers to keep the team motivated in maximizing results
- Provide auditor's performance quality/audit reports to Global Audit Management team on weekly/monthly basis
- Provide daily/weekly/monthly agent's performance reports to the GBS Management team
- Lead projects as assigned under the prescribed timelines
WHAT'S SPECIAL ABOUT THE TEAM:
Refunds and Repurchase Department is highly audited by internal and external auditors to ensure compliance with regulatory requirements, procedures, and adherence to customer refund regulations. The GBS Audit team, in colla