Contact Center Manager- Consumer Relations
It provides an opportunity for utilizing leadership skills, people
development, & interacting with all levels of management, expecially
SSMT. This position also provides an opportunity to utilize strong
verbal & written communication skills, as well as negotiating
skills. Responsible for product liability budget.

Bachelor's Degree required. Minimum 5 years experience in Customer
Service. Proficient in MS suite, excellent communication skills,
verbal & written, strong negotiation skills and ability to multi-
task and work well under pressure. Bi-lingual in French and/or
Spanish preferred.

The Contact Center Manager (CCM) is responsible for leading the
Executive Reps, a group of 12 full-time employees located in US &
Canada. Manages the 30M/year high risk, high profile serious
consumer contacts received via all channels for the Kraft portfolio.
Ensures the Exec Reps maximize consumer satisfaction while
minimizing company liability. The CCM must carry a wireless device,
be available 24/7 as well as holidays for serious contacts received
after hours. Primary contact & liaison with SSMT & CR. Manages an
after hours outsource provider for sensitive contacts.
Local Chicago residents only since this position is based in the
Northshore HQ location.

Kraft is an equal opportunity employer.
Please visit www.kraftcareers.com to submit your application and
view all employment opportunities.