About this role
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