Team Lead - Dealer Parts Support at CNH Industrial in Racine, Wisconsin

Posted in Other 7 days ago.





Job Description:

Overview

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.

Responsibilities

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

Qualifications

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

Preferred Qualifications:

Bachelor's Degree

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

EEO

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 narecruitingmailbox@cnhind.com.

Read about our company's commitment to pay transparency by clicking this link: pay transparency notice .