We are currently seeking a Team Lead to support the Energy Efficiency - Implementation Support team in our Salt Lake City, UT office. The successful candidate will have 3-5 years of management of supervisory staff and will be focused on the development and achievement of key performance indicators for the Supervisory team.
Duties and Responsibilities include, but are not limited to:
- Responsible for meeting department processing planned hours for all processing queues daily
- Responsible for ensuring all levels of the staff from entry management staff to frontline staff have weekly KPI and data driven plans for achieving and meeting KPI expectations
- Meet with clients, program managers and/or program administrators for all call calibrations and call reviews, with remediation plans and/or process changes to ensure we achieve 100% accuracy.
- Responsible for post call surveys completed by all staff to be achieving at expected KPI
- Ensure that all call monitors for all staff are completed weekly.
- Application processing and customer service queues are staffed per WFM requirements
- All client and incentive payment documents follow established processes and are validated to achieve expected accuracy KPIs.
- All frontline open positions are staffed per WFM requirements and are filled within 14 days of notice.
- All customer service queues have less than a 2% abandon rate and all calls are answered in less than 30 seconds as per established performance and KPIs.
Qualifications:
- Proven experience achieving high first call resolution percentages
- Previous experience implementing professional development plans that develop staff
- Previous experience implementing performance improvement initiatives, including experience with HR approved documentation and terminations
- Leadership focused on positive change management
- Excellent communication (written & verbal) and interpersonal skills with all level of customers and company employees
- Ability to perform root cause analysis and suggest and/or implement process changes comprehensively
- Statistical demonstration of proficiency in managing customer service and/or processing centers
- Proven examples of building and developing team culture, including recognition and accountability plans
- Must be willing to submit and pass a background check
- Bi-lingual Spanish speaking preferred
- Bachelor’s degree or equivalent preferred
Salary and Benefits (U.S.)
Nexant offers competitive salaries based on candidate's qualifications. Nexant also offers three weeks paid vacation per year, eleven paid holidays per year, a 401(k) plan with employee matching funds and an overall comprehensive benefits package.
Nexant, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
About Nexant
Nexant is a globally recognized software, consulting and services leader that provides innovative solutions to utilities, energy enterprises, chemical companies and government entities worldwide. Founded in 2000 and headquartered in San Francisco, Nexant and its 500+ employees work from global offices providing deep technical expertise and regional knowledge to improve customer engagement, boost operational efficiency, reduce costs and achieve superior business results.
Nexant supports clients through three distinct business units:
• Nexant Energy Software has developed and commercialized a number of industry-leading software platforms and applications, including Nexant iEnergy®, Nexant Grid360™, and Nexant iHedge®
• Nexant Utility Services works with clients to drive customer energy savings, ensure cost-effective program design, implementation and management, and promote customer engagement
• Nexant Energy & Chemicals Advisory provides strategic planning, project development, competitor analysis, market and price forecasting, and NexantThinking™, a subscription program and online product portal .
Every day, Nexant employees partner with customers to reimagine the world we live in and create a more sustainable energy tomorrow.