Partner Performance Lead

Partner Performance Lead

Brief Description of Sunnova

Sunnova is a different kind of Power Company, offering solar and storage services to homeowners within the United States and its territories through our network of local solar dealers and solar standard community homebuilders. Our mission is powering energy independence TM and changing the energy industry. At Sunnova, we believe in achieving more by working together; our diverse workforce allows an inclusive and innovative culture to power our long-term growth. Our people focus on thinking beyond traditional limits – and to do that, we need the creativity and energy of every person.

Come be a part of the fastest growing segment of the energy industry!

The Partner Performance Lead Position;

Sunnova is seeking a BPO Partner Performance Lead to join our growing Customer Operations Organization The Partner Performance Lead is responsible for leading and empowering Partner Specialists within our BPO organizations to deliver exceptional customer experiences. This role involves providing real-time support, conducting site visits, and managing performance to ensure Partner teams are successful and aligned with company goals.

Partner Performance Lead Responsibilities

· Coaching and Development: Conduct targeted coaching with Partner team members and leadership. Clearly communicate expectations, provide development opportunities, and create a positive and productive work environment for Partner teams.

· Communication: Monitor communication channels for Partner inquiries and provide real-time assistance.

· Training: Ensure timely completion of training modules for the team.

· Support: Assist Partner teams and customers with questions and escalated calls. Provide direct and indirect support to Partner teams, addressing their questions and concerns in a timely and approachable manner.

· Real-Time Management: Utilize tools to manage team performance and provide real-time coaching and feedback during site visits.

· Customer Interactions: Complete a specified number of customer-facing interactions each month.

· Department Training: Stay updated on department knowledge and complete tasks before asking others.

· Performance Measurement: Monitor team performance, recognize achievements, and address any issues impacting team morale or productivity.

o Driving key metrics to include NPS, CSAT, Call Center KPIs

· Partner Visits: Be available to travel and support Partner teams as needed.

· Special Projects: May require to be involved in special projects that involve varies organizations within the companies that utilize the same skills and can help increase exposure to the role; e.g. Business Market Support

Partner Performance Lead Key Behaviors:

· Prioritize the customer experience.

· Be aware of Partner performance and areas for improvement.

· Resolve Partner and customer concerns efficiently and courteously.

· Demonstrate strong time management skills and responsible use of company resources.

· Be attentive to Partner morale and advocate for their needs.

· Enforce department policies and guidelines.

· Contribute to a positive and accountable work environment.

· Foster a culture of safety, positivity, and productivity.

Minimum Requirements

· Associate degree in a relevant field or equivalent experience (preferred).

o Account management, vendor management, BPO management

· Minimum of 4 years of experience in a customer service role.

o Call center is a plus

· Minimum of 2 years being responsible for driving Key Performance Indicators

· Previous supervisor/management experience

· Strong organizational and time management skills.

· Excellent written and verbal communication skills.

· Detail-oriented with a keen eye for accuracy.

· Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

· Ability to work independently and as part of a team.

· Passion for creating a positive and engaging work environment (a plus).

Preferred Qualifications

· Salesforce experience or another CRM

· Bilingual (Spanish and English)

· Workforce reporting understanding

· Experience in Solar industry

Working Conditions

· Open-office environment

· Occasional travel to vendor locations up to 30%

· Remote

Benefits

Sunnova offers a generous employee reward package that includes:

· Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.

· Competitive compensation & annual bonus

· Paid time off, including 10 holidays and Paid Parental Leave

· Cell phone allowance for many roles

· Free access to onsite fitness center in Houston and/or discounted fitness memberships through health provider

· Complimentary garage parking in Houston

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