Service Team Leader

Job Number #173125 Location Overland Park, Kansas, United States Position Details Hybrid role Monday - Friday supporting two shifts of agents between 8:00 am and 5:00 pm. Based on the area assigned, in‑office days are Monday/Tuesday or Wednesday/Thursday. Responsibilities Manage and lead the day‑to‑day operations of a team of agents and senior agents to provide an optimal customer experience and one‑call resolution. Provide leadership and assist with daily activity, including working with other departments to resolve customer issues. Manage performance check‑ins, champion agent development and coaching, and support activities that focus on caring, being inclusive, and acting courageous. Recruit and retain key agent talent. Establish procedures and monitor assignments or projects, leading teams through continuous improvement and change management. Evaluate and analyze KPI’s and data insights to drive continuous improvement. Participate in cross‑functional project teams, being a key stakeholder for CXEC and sharing perspectives to ensure a positive customer experience. Required Qualifications Bachelor’s degree. 2+ years of experience in a customer‑related role such as sales, customer service, or another related experience. Proficient with customer service technology tools such as SAP Service Cloud, Nice in Contact, SAP master data, data analytic platforms and Google Suite or Microsoft Office tools and email. Preferred Qualifications 2+ years of supervisor experience. 1+ year in a customer facing role. Compensation and Benefits Salary Range: $64,000.00 - $96,000.00 USD. Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit‑sharing, and long‑term incentives for Executive‑level roles. Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays. Paid sick leave is adjusted based on role and location in accordance with local laws. Equal Opportunity Employer Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law. Reasonable Accommodation Reasonable accommodation during the application process is available for persons with disabilities. Please complete the accommodation request form if you require accommodation. #J-18808-Ljbffr Colgate-Palmolive