Through its people and brands, CNH Industrial delivers power, technology and innovation to farmers, builders and drivers all around the world. Each of its brands, including Case IH, New Holland Agriculture, Case and New Holland Construction, FPT Industrial, Capital, and Parts & Service, is a major international force in its specific sector.
The Dealer Parts Support (DPS) Team Lead is responsible for supporting the daily activities of a team of Dealer Parts Support agents working in an inbound, business to business contact center providing order information regarding parts to the North American CNH Industrial Network.
Lead a group of DPS Agents during their day to day operations
Assist DPS Agents with difficult, high profile, or complex dealer situations and provide guidance on next steps
Handle dealer inquiries, as needed, during times of significant volume to help the team achieve its performance goals
Monitor performance metrics of the DPS Agents on a daily, weekly, and monthly basis and provide feedback as necessary
Review random requests logged by DPS Agents for consistency, clarity, and accuracy
Review and score call quality reviews for DPS Agents and provide feedback
Record agent feedback details and provide that feedback to the DPS Manager for review
Provide any issues or concerns to the DPS Manager regarding agents that may need assistance or process improvement
Provide any issues or concerns to DPS Manager regarding any trends and or processes that need to be changed
Assist DPS Agents with computer technical issues, gaining access to various systems, or try to resolve any hardware/peripheral problems before having to escalate to ICT teams.
Assist and/or conduct new DPS agent training and ensure 30/60/90 day checkpoints are met.
Facilitate meetings and shadowing experiences with outside departments and personnel, as needed, and scheduled to maintain the best metrics for the team
Participate in various projects, both internal and external to the team, as a subject matter expert
Associates Degree; in lieu of Associates Degree will consider High School Diploma plus 2+ years experience in a team lead, supervisory or manager role
Availability between 7am-6pm Central Time and be able to flex, alter, or extend work schedule to meet demands of the team
Ability to type 50 wpm
2+ years' experience in a team lead, supervisory or management role
2+ years' of contact center experience
Excellent verbal and written communication and organization skills
Capability to manage multiple priorities and provide analysis to resolution
Understanding of customer service policies and procedures and the ability to hold team accountable
Ability to provide feedback in effort to continuously develop team
Ability to work within cross-functional teams at a global scale
Basic proficiency in MS Office Suite
CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Applicants can learn more about their rights by viewing the federal "EEO is the Law" poster and its supplement here .
If you need reasonable accommodation with the application process, please call 1-800-889-4422 option 1 and then option 5, or contact us at email@example.com.
Read about our company's commitment to pay transparency by clicking this link: pay transparency notice .