Team Lead, Consumer Support

Husqvarna Group Charlotte , NC 28201

Posted 11 months ago

The Consumer Team Lead supervises and coordinates the activities of the consumer call Center agents as they support customer issues with products and warranty.

Position/Job Description:

Coordinate activities of employees engaged in handling customer requests. Evaluate daily effectiveness of Services operations and recommend changes or improved workflow and methods. Coordinate workflow and assign work to ensure completion in timely manner and/or to meet service levels.

Essential Duties:

  • Monitor, supervises, and coaches gaps in attendance, performance, and behaviour.

  • Provide technical support to consumers, distributors, dealers, regional retailers, and national accounts. Main driver is resolution for all product issues encountered by external customers.

  • Provide support to Contact Center Supervisors/Manager in relationship to reducing cost per call, overtime management, meet set matrix for call answer rates, developing cross-functional team.

  • Maintain relationships with other company personnel/departments to gain knowledge of changes in policies, procedures, programs, applications and technologies

  • Responsible for achieving all key performance indicators in relation to consumer support and warranty processing.

  • Rapidly identify, analyze, and drive resolution to product issues through product managers and manufacturers. Appropriately report potential product issues to Contact Center Supervisors/Manager for review and resolution planning.

  • Participate in implementation of departmental and staffing changes when required

  • Provide systems and processes training updates to reps for consistent case and issues resolution.

  • Own and promptly resolves any and all escalated customer complaints

  • Monitor phone system to ensure service levels are met

  • Monitor technical service calls and observe employees demeanour, technical accuracy, and conformity with company policies. Identify training/coaching opportunities and communicate accordingly

  • Monitor, maintain and assign work via CRM incidents, incoming mail, special projects, etc to ensure completion in timely manner

  • Promote over the phone "sales" culture that encourages and ensures end user retention and acquisition of new sales.

  • Assist Contact Center Manager with forecasting volumes of calls and manpower requirements

Job Requirements

Required

  • High School diploma or equivalent.

  • 3 or more years of experience in a contact Center environment

  • In depth experience with CRM systems software

Desired

  • 3+ years of contact Center experience in the Outdoor Power Equipment industry

Skills and Capabilities (Knowledge, Skills, Abilities):

Required

  • Proficiency in MS Office software applications (Word, Excel, PowerPoint)

  • Excellent verbal and written communication skills, as well as teamwork and interpersonal skills, to include the ability to develop high quality working relationships both internally and externally with customers and suppliers.

  • Demonstrated ability to be flexible and adaptive to internal processes and change, delays or unexpected events

  • Demonstrated ability to effectively manage multiple priorities simultaneously and meet critical deadlines in a fast-paced environment.

  • Strong initiative and the ability to be self-directed in completing tasks.

  • Strong problem-solving and analytical skills.

  • Ability to work extended hours and overtime (including holidays and weekends) as required.

  • Ability to travel occasionally to domestic and international sites

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Analytics Audit Manager Consumer Banking Audit Team

Wells Fargo

Posted 1 week ago

VIEW JOBS 2/14/2020 12:00:00 AM 2020-05-14T00:00 Job Description Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Internal Audit conducts audits and reports the results of our work to the Audit & Examinations Committee of the Board of Directors. We provide independent, objective assurance and consulting services delivered through a highly competent and diverse team. As a business partner, Audit helps the Company accomplish its objectives by bringing a systematic, disciplined approach to evaluate and improve the effectiveness of risk management, control, and governance processes. Internal Audit is separated into individual audit teams specializing in a line of business, risk type or coverage area. This position will be a part of our Consumer Banking Audit Team (CBAT), supporting consumer businesses, payments, virtual solutions, and innovation. Also includes the Remediation Coverage Program, driving remediation activities across WFAS. The Consumer Banking Audit Team has an opening for an Analytics Audit Manager. This role will be responsible for supporting audit work through advanced analytics. The candidate will develop expertise in navigating the extensive production and analytical data environments within Wells Fargo and apply that expertise to provide value-added data analysis solutions. The Analytic Audit Manager will provide leadership to transform data into information and provide strategic insight that will assist leaders with decision-making relative to audit functions. The candidate participates in the formulation and articulation of vision for analytic opportunities and advancements. We are looking for a candidate with significant data analytics and/or risk management experience with the proven ability to utilize data analysis methodologies and tools to increase the efficiency and effectiveness of the audit process. This includes partnering with internal auditors to identify opportunities to utilize data analysis in evaluating the adequacy and effectiveness of internal controls on a continuous basis. Duties include: * Supervise advanced analytics and automation projects * Have prior experience with the use of predictive or exploratory data analytics * Navigating within large complex technology environments to locate, validate, extract, and format data for data analysis testing * Reviewing the documentation for the analysis in accordance with audit and information technology policies * Training and mentoring audit team members in the use of data analysis and data analysis tools * Partnering with assigned audit teams to build expertise in the use of data analysis within the internal audit function * Have strong relationship management, influencing, organizational and execution skills; communicate effectively and ensure that all deliverables are met * Be a critical thinker with an innovative mindset, coupled with a track record for creating solutions that are efficient, effective, and essential. As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will: * Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them. * Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks. Required Qualifications * 8+ years of analytics experience, audit experience, or a combination of both * 2+ years of leadership experience Desired Qualifications * A BS/BA degree or higher in accounting, finance, or business administration * Certification in one or more of the following: CPA, CAMS, CRCM, CIA, CISA or Commissioned Bank Examiner designation * Risk or compliance experience * Large financial or auditing company experience * Leadership experience for professional auditors, risk management, or project leadership professionals * Solid knowledge and understanding of audit methodologies and tools that support audit processes * SQL or SAS experience * Excellent verbal, written, and interpersonal communication skills * Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives * Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important * Ability to develop operational reporting and performing complex data analysis * Ability to lead projects/initiatives with high risk and complexity Other Desired Qualifications * Computer Science (B.A.) [Concentration in Financial Services Informatics, AI, Robotics, Data Science, Software, Systems] * Management Information Systems [Concentration in Management Information Systems; Business Intelligence and Analytics; Systems Analysis] * Degree in Economics, Mathematics and Statistics * Certifications in analytics space: * SAS Certified Big Data Professional * SAS Certified Data Scientist * Certification of Professional Achievement in Data Sciences * Certified Analytics Professional * Data Mining and Applications Graduate Certificate (university specific) * Experience in data processing, database programming, and/or data analytics * SQL, SAS, and/or ACL programming experience including automation solutions of medium to high technical complexity * Experience building data visualization and/or reporting solutions through Tableau or similar BI tools preferred * Knowledge of Wells Fargo businesses, systems of record, and data warehouses * Proficiency with other software and/or programming languages and tools (Visual Basic, Oracle SQL, SQL Server Management Studio, Microsoft SQL Server, Teradata, SQL Server Reporting Service, etc.) * Development experience (SQL Server 2008/2014/2016) * MCSE, MCSD, MCITP Certified * Demonstrated progression of utilizing new tools and techniques and knowledge of the audit process * SQL Server Integration Services (SSIS) experience * Advanced experience with data management including data modeling, data integrity and data quality * Advanced experience creating executive level dashboards, analytics, and reports using advanced visualization tools * Advanced experience gathering business requirements from various sources including end-users and stakeholders * Advanced business intelligence experience * Advanced development of enhanced BI visualizations ( Tableau, Qlikview, Power BI, Power Pivot) * Network Data Mover (NDM) experience Job Expectations * Ability to travel up to 10% of the time Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. NC-Charlotte: Min: $98,000 Mid: $140,000 NC-Charlotte: Min: $98,000 Mid: $140,000 CO-Denver: Min: $98,000 Mid: $140,000 IA-West Des Moines: Min: $98,000 Mid: $140,000 MN-Minneapolis: Min: $98,000 Mid: $140,000 AZ-PHX-Central Phoenix: Min: $98,000 Mid: $140,000 PA-Philadelphia: Min: $107,800 Mid: $154,000 TX-San Antonio: Min: $98,000 Mid: $140,000 Street Address NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC NC-Charlotte: 301 S College St - Charlotte, NC CO-Denver: 1700 Lincoln St - Denver, CO IA-West Des Moines: 1776 Westlakes Pkwy - West Des Moines, IA MN-Minneapolis: 600 S 4th St - Minneapolis, MN AZ-PHX-Central Phoenix: 100 W Washington St - Phoenix, AZ PA-Philadelphia: 1 S Broad St - Philadelphia, PA TX-San Antonio: 4101 Wiseman Blvd - San Antonio, TX Disclaimer All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. Wells Fargo Charlotte NC

Team Lead, Consumer Support

Husqvarna Group