SolarEdge Manager Call Center Operations 

Australia, South Australia 

995462785

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