**We are Generac, a leading energy technology company committed to powering a smarter world.** Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries. **Major Responsibilities** Responsible for overseeing the Customer Experience Team. Responsible for leading a team consisting of Supervisor, Team Leads and Agents; includes hiring, performance management, coaching and development. Collaborate with cross-functional teams to develop and implement customer experience strategies aligned with the business unit's goals. Work closely with other departments including marketing, sales, and product development to ensure a seamless and consistent customer experience. Utilizes data to drive process change and improvements within the team. Stay abreast of industry, contact center, and technology trends that inform decision making. Brings best practices and motivation to the team to optimize skills and performance. Evaluate existing customer service processes and identify opportunities for improvement through data driven decision making. Participates in review, selection, and implementation of software including but not limited to CTI, CRM, and AI to improve performance of the team and the overall consumer experience. Establish KPI’s to measure the success of the consumer experience team and ensure delivery of targets. Monitor and report on performance, making data driven adjustments as needed. Collaborates with relevant leadership to develop and prioritize value-creating processes. Monitor service level and capacity to optimize organizational structure to meet KPIs. Serve as 3rd tier escalation point for customer technical and non-technical issues. **Minimum Job Requirements** **Preferred Work Experience** 5 years of experience in a call center environment or a similar environment. 3 years of leadership experience with 1-year leading leaders. Knowledge / Skills / Abilities Proven track record of providing fair and effective feedback. Build a culture of trust and transparency within the contact center. Ensure a positive and inclusive work environment. Foster a creative and forward-thinking environment. Ensure a positive and inclusive work environment. Build and lead a high-performing contact center team. Foster a culture that embraces change and continuous improvement. Monitor and evaluate contact center metrics to ensure excellence. Excellent communication and problem-solving abilities. Previous experience in a manufacturing company with technical troubleshooting responsibility. Knowledge / Skills / Abilities Bilingual Spanish or French Previous experience with Genesys or equivalent CTI Previous experience with SAP or ERP Previous experience with Salesforce or equivalent CRM **Education:** Bachelor’s Degree in business, marketing, or related field Certification / License **Physical Requirements and Working Conditions** Office Environment (Includes field sales): While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel. (If travel percentage is required beyond occasional or is a regular part of the job, include “Up to x% travel and valid Driver’s License required.”) DISCLAIMER All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders. **Physical Demands** : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel. _“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”_ Our success is directly tied to our employees’ professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect. Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries. As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.