Manager of Call Center Operations

Description:

Power the Future with us!

Position Summary

SolarEdge (NASDAQ: SEDG), is a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries. Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems.

By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive.

The Sr. Manager of Call Center Operations will be responsible for overseeing the daily operations of our call center, developing and implementing strategies to improve the customer journey, and utilizing automation to streamline appointment scheduling. This role requires a blend of leadership, strategic thinking, and technical expertise to ensure the efficient and effective management of our call center operations. We are seeking a dynamic and experienced Sr. Manager of Call Center Operations to join our team and lead our efforts in optimizing customer journey processes, leveraging automation, and generating pre-scheduled appointments both with and without call center involvement.

Location: Remote 

Duties and Responsibilities

Call Center Management:

• Oversee the daily operations of the call center agency resources, ensuring high levels of customer satisfaction and operational efficiency
• Manage, train, and mentor call center agency resources, fostering a positive and productive work environment
• Develop and implement call center policies, procedures, and performance standards

Customer Journey Optimization:

• Analyze and map out customer journeys to identify pain points and opportunities for improvement
• Develop and implement strategies to enhance the customer experience at every touchpoint
• Collaborate with cross-functional teams to ensure a seamless and consistent customer journey
• Automation Integration:
• Leverage software technologies to streamline appointment scheduling processes
• Implement solutions to improve call center efficiency and customer interactions
• Monitor and evaluate the effectiveness of automation tools and make data-driven recommendations for improvements

Appointment Scheduling:

• Develop and implement strategies to generate pre-scheduled appointments with and without call center involvement
• Utilize data analysis and customer insights to optimize appointment scheduling processes
• Collaborate with marketing and sales teams to align appointment generation efforts with overall business goals

Accountability Metrics:

• Track and optimize speed to lead, ensuring prompt follow-up on new leads
• Monitor and improve lead to appointment conversion rates
• Manage and report on the number of appointments delivered and cost per appointment
• Develop strategies to manage multiple external agencies and scale the call center operations as needed

Performance Analysis and Reporting:

• Track and analyze call center agency performance metrics, generating regular reports for senior management
• Identify trends, areas for improvement, and opportunities for growth based on data analysis
• Present findings and recommendations to stakeholders to drive informed decision-making 

Required Skills and Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field
• 8-10+ years of Proven experience in call center management, customer journey optimization, and leveraging automation
• Strong leadership and team management skills
• Excellent analytical and problem-solving abilities
• Proficiency in using call center software and automation tools
• Exceptional communication and interpersonal skills
• Ability to work in a fast-paced and dynamic environment
• A hungry go-getter with a strong can-do and hands-on attitude
• An energetic, highly motivated and driven person who is willing to roll up his/her sleeves and do whatever is personally necessary to guarantee the success of the company

FAIR PAY & A JUST WORKPLACE

At SolarEdge, we are committed to fair, transparent pay and we strive to provide competitive, market-informed compensation. Base pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations.

Even more importantly, please note that salary is only one component of total compensation at SolarEdge. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. Our highly competitive benefits package is designed to support your success at work, at home, and at play. Your recruiter will be happy to discuss all that SolarEdge has to offer!

SolarEdge proudly seeks to build a richly diverse workforce by hiring people with a diversity of thoughts, identities, perspectives, and experiences that help advance the difference we make for consumers, and by ensuring our people experience equity and inclusion in their work lives. We encourage members of traditionally underrepresented communities to apply, including women, LGBTQIA people, people of color, and people with disabilities.