Team Lead - Customer Experience Anthony

Summary Description

The Customer Experience Team Lead is responsible for supervising a team of coordinators and manages the day-to-day operations for a specific domain site under Dover Food Retail. He/She motivates team members and assesses performance on metric standards on a monthly and annual basis. He/She provides guidance for team members’ career growth. He/She identifies opportunities for process enhancement and execute action plans for improvement.

Job Description

I. Strategic Management (20%)

• Supervise the domain that is assigned to, which includes KPI Monitoring, providing root cause analyses and action plans to address issues.
• Collaborate with company and OpCo partners to improve the domain’s performance and customer experience.
• Recommend and Implement agreed strategies and actions with the Site leads and Management.
  
  

II. People Management (60%)

• Manage a team of coordinators for the Dover Food Retail, Customer Experience group.
• Conduct functional interviews for applicants on their respective domain.
• Evaluate and facilitate performance reviews, behavioral feedback and one on one coaching to team members.
• Develop team members from new hires to specialist roles.
• Communicate company and OpCo related updates to the team.
• Respond to queries and concerns by team members.
• Address behavioral concerns of team members.
• Approves overtimes, leaves and schedule adjustments of employees.
  
  

III. Technical/Functional Management (20%)

• Handle escalated customer queries on a daily basis.
• Answer product or process questions from team members.
• Perform tasks assigned by the Domain Manager or Site Lead.
  
  

Qualifications And Educational Requirements

• Bachelor’s Degree is required for this position.
• 3 years Supervisory experience in a BPO or Shared Services Settings (External)
• 2 years experience as an SME or a Senior Specialist. (Internal)
• 5 years of Customer Service Experience in a BPO or Shared Services.
  
  

Preferred Skills

• Leadership Skills including but not limited to:
• Problem Solving Skills
• Change Management
• Coaching Skills
• Data Analytics
• Customer Service
• Technical Skills
• Intermediate knowledge of Microsoft Programs
• Basic knowledge or experience in Salesforce and InContact (CRM) is preferred.
• Knowledge in ERP Systems such as AS400, Visual, SyteLine, Oracle is a plus.
  
  

Company Overview

Dover Business Services (DBS) is an independent business to business service provider within Dover Corporation, a diversified global manufacturer with annual revenues of $7.5 billion. DBS is accountable for delivering selected transactional services in Finance, IT and HR to the entire organization. With locations in Hamilton, Ohio, Dundee, Scotland and soon to be Suzhou, China, DBS centers operate across the globe to maximize service to our operating companies (OpCos).

Dover Corporation deliver’s innovative equipment and components, specialty systems and support services through four major operating segments: Energy, Engineered Systems, Fluids, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for nearly 60 years, our team of over 27,000 employees takes an ownership mindset, collaborating with customers to redefine what’s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.”

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