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