Customer Experience Team Lead Offshore

Job Description:

TTI Consumer Power Tools, Inc., has an opening in its Anderson, SC office for a CX Lead Offshore that will provide support of our offshore customer experience team; assist CX leadership in addressing any process change, training needs, or IT enhancements for associates within the offshore team; and develop strategies to provide training courses by regularly reviewing interactions and transfers. We offer competitive wages and a comprehensive benefits package - tuition assistance, 401(k), medical/dental/vision coverage, vacation and holidays.

RESPONSIBILITIES/SKILLS

- Deliver engaging product, process, and system training across offshore and CX teams (including global). - Manage on boarding and off boarding of off shore team within Genesys and CRM - Assist in maintaining Service Levels within offshore team - Develop and update SOP, training plans, materials, and reference guides to ensure accuracy, including SharePoint Resources. - Partner with Product and Engineering teams to integrate new product information and updates. - Maintain regular meetings with offshore supervisors and leadership to review metrics and processes - Work with internal and offshore training teams to ensure team is equipped to support customers - Track training participation and performance impact to identify improvement opportunities. - Support a culture of continuous learning and development across the CX and Offshore organization. - Serve as Interaction Associate when called upon, dependent of interaction volume and current duty/project priorities. - Other duties as assigned by Supervisor.

EDUCATION AND EXPERIENCE

- High school or equivalent - Minimum 5-years combined experience in customer service, education, and/or engineering fields OR 3-years combined experience at TTI in CX, Training, and/or Engineering roles - Proven extensive knowledge of TTI brands - Proven understanding of TTI business units, policies, and procedures - Proven and strong verbal and written communication skills - Proven online and offline research skills - Strong working knowledge of all software and applications used within the CX - Strong working knowledge of Microsoft Word, Excel, and PowerPoint