TAC Team Lead, US Operations

Responsibilities

• Oversee compliance monitoring, quality assurance, and data protection activities
• Ensure effective use of enabling technology and case management tools
• Plan and manage daily activities to ensure efficient organizational performance
• Implement and monitor quality standards, including reviewing KPIs and SLAs
• Monitor, analyze, and improve team performance to drive customer satisfaction
• Coach, motivate, train, and inspire direct reports
• Provide guidance and direction to ensure excellent responses to queries and requests
• Manage individual performance and implement resourcing plans

Requirements

• Experience in data management and process management
• Proven track record in team leadership, coaching, and mentoring
• Experience managing performance driven by service level agreements (SLAs) and metrics
• Strong relationship management skills with a client focus
• Excellent problem-solving and analytical skills
• Effective verbal and written communication skills
• Experience working in a shared service organization is a decided advantage
• Ability to work a night shift schedule

About the Company

Mondelēz International is a leading global snacking company dedicated to leading the future of snacking. We work to provide impeccable service through our Global Business Services and Digital Services capabilities, ensuring our processes and tools drive excellence across our global operations.