Customer Service team leadSunPower Corporation

Do you want to change the world? We do, too.
With more than 30 years of proven experience, SunPower is a global leader in solar innovation and sustainability. SunPower is a company with a rich heritage of pioneering the best energy technologies in the world. You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space. SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.
Our unique approach emphasizes the seamless integration of advanced SunPower technologies, delivering complete solar solutions and lasting customer value. We are passionately committed to changing the way our world is powered, and we are guided by our legacy of innovation, optimism, perseverance, and integrity.
Widely recognized as the world's standard for solar, SunPower produces the world's highest efficiency solar products. Our quality and reliability standards far exceed those of any other company in the industry.
In order to unlock shareholder value, accelerate innovation and enhance customer value, SunPower will separate into two independent, publicly traded companies, strategically aligned and complementary, focusing on distinct offerings. Newly-formed Maxeon Solar Technologies will be the leading global technology innovator, manufacturer and marketer of premium solar panels, carrying on the decades' long legacy in setting quality and performance standards.
As we look to the future, we are seeking a world-class Customer Service Team Lead based in ROHQ, Binan, Philippines. In an industry that is reshaping the world's energy future, there's no better place to be than SunPower. Are you ready to change the way our world is powered?
SUMMARY OF ROLE
The Customer Care Team Lead works with a team whose main responsibility is to ensure that all customer concerns are managed to excellent professional standards in line with service level agreements. The role performs as a Subject Matter Expert in all aspects of the operations including; identifying and reporting systemic issues causing complaints, understanding current business processes and tools which impact our customers, establishing strong work relationships with key stakeholders to ensure support for resolution of customer issues, recommend a fix on processes gaps, and ensure consistency of approach and smooth cross department co-operation. The role requires excellent business correspondence and exceptional conversational skills, advanced analytical skills, proven ability to drive results through others and consistently comply with defined processes to meet individual, team and corporate targets.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Oversee day to day operations which includes; acting as an escalation point for direct reports, governing a master shift schedule of team members to align with operational needs, monitor, audit and drive overall case quality, monitoring team performance and report regularly on KPIs and metrics, identifying team's training needs and provide coaching, driving use of knowledge articles as a principle information resource, recognizing high performance and rewarding accomplishments, participating in the shift lead rotation and, act as back up for the Customer Care Manager as needed.
Drive continuous improvement by helping identify permanent solutions on customer impacting process gaps through cross-functional collaboration with internal key stakeholders; Senior Leadership, Tier-3 Escalation Specialist, Field Service Account Rep. and O&M, Sales and Channel Management, Financial Product Operations, Customer Experience Teams and, other internal Teams.
Proficient operations management by bringing order, structure, focused management attention, and an additional resource to those customer situations which could otherwise result in a high level of customer dissatisfaction and/or damage to SunPower's brand.
Compliance to (EHS) Environment, Health and Safety rules and regulations.
RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS
Must possess at least a Bachelor's/College Degree in any field
At least 2 years call center experience in a customer service account
At least 2 years' experience in an escalation specialist role or any supervisory role
Experience in customer support for North American customers
Exceptional oral and written communication skills
Proficient in MS applications: Outlook, Word, PowerPoint & Visio etc. (Advanced Excel skills and Proficient data analytics
Time management, organizational skills and keen attention to detail
proven ability to drive results through others
Strong prioritization and multitasking skills
A proven track record of receiving customer commendations and excellent survey ratings is an advantage
Ability to make quick and smart decisions under pressure
Energetic, smart and assertive, delightful to speak with
Quick learner and can work with minimal supervision
Proactive with a positive can-do attitude, willing to go the extra mile
Customer-oriented, passionate, competitive and highly-motivated
Goal and Results oriented
Willing to work nightshift, weekends and US & PH holidays
Willing to work in Sta. Rosa, Laguna