Scott Wheeler
About Scott Wheeler
Scott Wheeler is a Technical Support Senior Escalations Team Manager at Carbonite, with over 8 years of experience in managing call centers across various support channels. He has held multiple roles at Carbonite since 2013, focusing on agent morale and a positive work environment.
Current Role at Carbonite
Scott Wheeler currently serves as the Technical Support Senior Escalations Team Manager at Carbonite. He has held this position since 2022 and is based in the United States. In this role, he is responsible for overseeing the escalations team, ensuring that customer issues are resolved efficiently and effectively. His focus includes maintaining high agent morale and fostering a positive work environment, which contributes to overall team performance.
Previous Experience at Carbonite
Scott Wheeler has extensive experience at Carbonite, having worked in various technical support roles from 2013 to 2022. He began as an Escalations Technical Support Technician from 2013 to 2014. He then transitioned to the role of Technical Support Chat/Email Team Manager from 2014 to 2016, where he managed support through chat and email channels. Following this, he served as the Technical Support Escalations Team Manager from 2017 to 2022, further developing his leadership skills in managing support teams.
Call Center Management Experience
With over 8 years of experience in managing call centers, Scott Wheeler has developed expertise across various support tiers and media types, including phone, chat, and email. His background in call center management has equipped him with the skills necessary to lead diverse teams and handle complex customer service challenges effectively.
Focus on Team Morale
In his current and previous roles, Scott Wheeler has emphasized the importance of maintaining high agent morale. He believes that a positive work environment is crucial for team success and customer satisfaction. His approach includes fostering communication and support among team members, which contributes to a more engaged and productive workforce.