Global Custom Commerce CEC LEAD - Houston, TX (On-Site)

**Position Purpose:**

The Customer Engagement Center (CEC) Lead will be an expert in both sales and customer service. The lead will provide daily floor management and support to CEC associates across all work groups. This includes real time floor operations and queue management, answering policy and product questions, creating promo codes and handling escalated issues. Additionally, the lead will make decisions regarding policy exceptions and should have a heart for the customer and mind for the business. The CEC lead will stay up to date on all CEC policy and product changes by attending all associate training. **The ideal candidate should reside in the Houston, TX metro area.**

**Key Responsibilities:**

+ 30% Monitor performance service levels across all work groups and ensure resources are distributed effectively in order to maintain service levels, activating DEFCON processes as required.
+ 25% Respond to all associate product/policy questions to ensu...