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