Customer Relations Team- Process Lead

HP•Rio Rancho, NM

About The Position

This North America Customer Relations Team Process Lead role uses ability as a skilled specialist and coach to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways. Expert knowledge on the general/technical aspects of the job. Works on assignments that are highly complex in nature where a strong degree of independent judgement, initiative and technical knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments. May supervise the activities of other non-exempt employee.

Requirements

Superior communication skills both written and verbal
Experience in customer facing role either remote or face to face
Understands internal processes and tools such as USD, Global Newton, Sterling, Serial Number Repository, Serial Number Subassembly Tracker, Part Surfer, Warranty Entitlement, myPRS, S4, Excel, SharePoint, PowerPoint, Outlook, OneNote, WISE, Word, OBS, KCI Text Tool, SpeechMiner, SABA, Sandy, and HP.com.
Computer proficiency
Problem solving skills
Accuracy in data entry
Excellent fluency in written and verbal English.
Experience in a phone based remote role
Familiarity with computer technology
Time management skills
Oversee compliance with operating procedures and standards
Advanced knowledge in call routing and case management processes for both E1 & E2 and obligation systems.
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Organizational skills to manage workflow and tasks
Process analysis and documentation
Ability to mentor and train new agents
Ability to participate or lead in projects for process or quality improvements
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
High school education or equivalent.
Preferred 3-5 years applicable experience, or equivalent combination of experience and college education.
Prior experience supporting Executive, Commercial and/or Consumer Escalations.

Responsibilities

Ensure agents have the expected knowledge and process to be successful in their roles by: Connect, Coach, Empower: Embrace growth mindset for yourself and empower a growth mindset in others.
Partner to win: Create an inclusive environment that enables everyone to do their best work.
Do what matters: Put the needs of the customer, team, and organization first, follow through on commitments, and pursue the right outcomes for stakeholders with passion and integrity.
Collaborate with the QA team.
Provide QA feedback, daily, as audits are available in clear metrics (85% <4 Days and 100% <14 Days)
Requires E2E process knowledge for consumer, commercial transactional, and commercial contractual.
Scorecard Red Metric Deep Dives, identify process gaps and agent opportunities and provide coaching and mentoring to agents.
Strong collaboration with Trainers to help reduce knowledge or service gaps
Take supervisor calls for case managers in real time, deep dive the complaint and provide feedback to agents if needed.
Real time, written and verbal, red flag alerts.