Customer Experience Team Lead Offshore

Techtronic Industries - TTI • Anderson, SC

19h • Onsite

About The Position

TTI Consumer Power Tools, Inc. is hiring a CX Lead Offshore to support its offshore customer experience team. The role assists CX leadership with process changes, training needs, and IT enhancements for offshore associates, and develops training strategies by regularly reviewing interactions and transfers. The position is based in the company’s Anderson, South Carolina office.

The team lead delivers training across offshore and CX teams, maintains training resources and procedures, coordinates with product, engineering, and training teams, and tracks participation and performance. The role may also serve as an Interaction Associate depending on interaction volume and current priorities.

Requirements

• High school education or equivalent.
• At least 5 years of combined experience in customer service, education, and/or engineering, or 3 years of combined experience at TTI in CX, Training, and/or Engineering.
• Extensive knowledge of TTI brands.
• Understanding of TTI business units, policies, and procedures.
• Strong verbal and written communication skills.
• Online and offline research skills.
• Strong working knowledge of all software and applications used within CX.
• Strong working knowledge of Microsoft Word, Excel, and PowerPoint.

Responsibilities

• Deliver engaging product, process, and system training across offshore and CX teams, including global teams.
• Manage onboarding and offboarding of the offshore team within Genesys and CRM.
• Assist in maintaining service levels within the offshore team.
• Develop and update SOPs, training plans, materials, and reference guides, including SharePoint resources, to ensure accuracy.
• Partner with Product and Engineering teams to integrate new product information and updates.
• Hold regular meetings with offshore supervisors and leadership to review metrics and processes.
• Work with internal and offshore training teams to ensure the 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 an Interaction Associate when called upon, depending on interaction volume and current duty or project priorities.
• Perform other duties as assigned by the Supervisor.

Benefits

• Tuition assistance
• 401(k)
• Medical coverage
• Dental coverage
• Vision coverage
• Vacation
• Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED