Head of Customer Care (m/f/d)

Brief Description of Sunnova
Sunnova (NYSE: NOVA) is revolutionizing the energy industry as a leading Energy as a Service (EaaS) provider of solar, battery storage, EV charging, and other energy solutions with customers spanning the U.S. and its territories. Founded in 2012, our goal is to provide homeowners, businesses, and communities with a better energy service at a better price – making clean, renewable energy more accessible, reliable, and affordable. At Sunnova, we believe that our success comes from the diversity and creativity of our people. Our team is made up of forward-thinkers who are passionate about changing the energy industry for the better, and we're looking for like-minded individuals to join us. We encourage our people to push beyond traditional limits and explore new horizons – because only then can we truly transform the world for the better. If you're excited about being a part of the fastest-growing segment of the energy industry, we want you on our team!
The Head of Customer Care Position
Sunnova Energy is currently searching for the Head of Customer Care to be responsible for developing and leading the contact center. This individual will create, grow, lead, and manage a team of customer service representatives to service and support dealers and customers throughout their lifecycle.
The Director will be an experienced leader with a strong operational background leading large and diverse teams managing multiple processes.  In this role, the director will be responsible for managing people and processes to achieve metrics, drive improvements, and achieve growth and service targets through a multi-site contact center configuration.

Head of Customer Care Responsibilities

• Ensures contact center performance levels meet or exceed established service level, quality goals and cost goals
• Directly responsible for managing and developing the Managers, Supervisors and Specialists for the contact center.
• Develops strategies and plans for customer service to support new sales and service customer accounts
• attract, train, audit, develop and retain customer service talent; and forecast needs and requirements for contact center operations
• Creates, evolves, reviews, and implements policies and procedures related to the operation of the contact center; executes and continually improves risk and control processes including applicable company policies and procedures for span of control.
• Creates, evolves, reviews and implements policies and procedures related to the operation of the contact center
• Communicates performance results at appropriate intervals (intra-day, daily, weekly, monthly, quarterly, annually).
• Analyzes and evaluates call center operations and reports to management on CS performance, trends and initiatives.
• Proactively recommends actions to maximize resources, reduce cost, increase FCR and improve customer satisfaction
• Ensures the control and minimization of overhead costs such as management ratios, attrition, and overtime costs.
• Develops and executes pragmatic plans to drive customer interaction from higher cost to lower cost engagement channels, while maintaining or improving customer sentiment
• Evaluates contact drivers and take action to change contact velocity.  Increase positive / proactive contact. Reduce reactive / disruptive / unnecessary contact.   
• Manages data and directs analytical staff to drive customer insights and inform management decision making.
• Develops strategies regarding future needs and including process and technology enhancements that align with company goals
• Lead planning efforts to scale the contact center to handle a changing volume and complexity of incoming customer interactions

Minimum Requirements

• Education required:  BA/BS in business, marketing, communications or related degree/
• Minimum years of experience required: 15 years or more experience in call center operations environment, with at least 5-6 years in call center management of a 50+ seat contact center.
• 5+ years senior manager experience with multiple reports, leading, developing and coaching people
• Bilingual (German and English)
• Business English; speak, read and write
• Start-up mentality
• Strong interpersonal and organization skills
• Ambitious and entrepreneurial mindset
• Knowledge of MS Office, PC user skills

Preferred Qualifications

• Experience in residential solar industry
• Technical knowledge on electrical
• Knowledge of Salesforce

Additional Knowledge, Skills and Abilities

• Exceptional written and verbal communication skills in German and English; effectively communicates with peers, senior management, and dealers
• Knowledge and capability to use the tools, processes, and best