Service Operations Team Lead

Ingersoll-Rand; Norcross (GA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Service Operations Team Lead to enhance customer satisfaction and improve service efficiency. This role involves leading a team of Service Coordinators, fostering a customer-centric culture, and driving operational excellence. The ideal candidate will have supervisory experience in a call center, strong Excel skills, and the ability to analyze data effectively. Join a company committed to innovation and making life better, where your leadership can significantly impact customer service and team performance.

Benefits

Health Care Options

Dental Coverage

Vision Coverage

401(k) Plan

Paid Time Off

Employee Stock Grant

Company Car

Qualifications

• 5+ years of experience in a call center environment.
• Proficient in Microsoft Office applications, especially Excel.

Responsibilities

• Recruit, coach, and develop Service Coordinator Team.
• Develop operational strategies to enhance customer satisfaction.

Skills

Customer Service

Supervisory Experience

Excel Skills

Communication Skills

Problem Solving

Education

High School Diploma or GED

Tools

Microsoft Office

Salesforce

Tableau

Alteryx

MiniTab

Job description

SF Job Req ID: Enhance Customer Satisfaction and Improve Service Efficiency!

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Job Title: Service Operations Team Lead
Location: Norcross, GA (Onsite with travel)

About Us
Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies – from compressors to precision handling of liquids, gasses, and powers – to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we’re driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.

Job Overview:
Our Southern region is hiring a Service Operations Team Lead to inspire and guide a high-performing team of Service Coordinators. This role is focused on enhancing customer satisfaction and improving service efficiency. We're seeking a professional with prior supervisory experience in a call center environment, along with solid Excel skills and the ability to interpret and analyze reporting data. As we continue our pursuit of operational excellence through a customer-centric lens, this leader will drive process efficiency and collaborate closely with coordinators to elevate team performance and take our customer service to the next level.

Responsibilities:

• Effectively recruit, coach, and develop Service Coordinator Team through effective performance plans and development planning.
• Develop and deliver new hire, process, and systems training.
• Foster a customer service-centric culture across product lines
• Ensure effective customer communications for all service events
• Develop operational strategies to enhance team’s capability and enhance customer satisfaction.
• Create and deliver standard work, lead projects, and develop working knowledge of tools and processes
• Achieve goals by setting and tracking performance targets for team, analyzing variances, and initiating corrective actions
• Report on metrics and use lean tools to problem-solve and drive continuous improvement processes.
• Analyze orders, customer feedback, and market data to effectively problem solve, influence services growth, and implement new service solution ideas.

Requirements:

• High School Diploma or GED
• 5+ years of experience in a call center environment
• Proven supervisory and/or Team Lead experience
• Proficient in Microsoft Office applications, including intermediate Excel skills with the ability to create formulas and basic pivot tables.
• Strong knowledge with Salesforce or other CRM platforms such as Siebel and /or Oracle
• Must be able to travel monthly, up to 25%

Core Competencies:

• Communicate professionally – Excellent relationship-building and interpersonal skills, including verbal and written communication skills.
• Customer focus – build team that can form strong customer relationships and deliver customer centric solutions to meet expectations and maintain customer relationship
• Manages complexity – makes sense of complex, high quantity and sometimes contradictory information to effectively solve problems
• Optimize work processes – know the most effective and efficient process, with a focus on continuous improvement
• Action oriented – readily takes on new opportunities and tough challenges with a sense of urgency, high sense of enthusiasm.
• Directs Work – provide direction, delegation and remove obstacles to get the work done. Provides appropriate guidance and direction based on individual and team capabilities
• Build Effective Teams – build strong-identity teams that apply their diverse skills and perspectives to achieve performance objectives and drive business results.
• Manages conflict – handle conflict situations effectively and settles disputes equitably
• Manage Service Inventory locations and rental fleets (repair status, location, etc.)
• Ensure environmental, health and safety, as well as Operational Excellence adherence in the Customer Center. Assist with the auditing process.
• Collaborates – building partnerships and working collaboratively with others to meet shared objectives to drive employee engagement.
• Being resilient – rebound from setbacks and adversity when facing difficult situations
• Situational adaptability – adapting approach and demeanor in real time to match the shifting demands of different situations

Preferences:

• Experience with analytics software including Tableau, Alteryx, and MiniTab a plus

Travel and Work Arrangements

• Position is based onsite from our Customer Center in Norcross, GA
• Monthly travel is required to our other centers located in Moody, AL; Nashville and Knoxville, TN; and Greer, SC
• This role is eligible for a company car.

What We Offer
At Ingersoll Rand, we embrace a culture of personal ownership — taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond.