Call Center Team Manager

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Job description

What you will do:

Support the management of the daily operation (service levels, daily transaction time, answer rate and response time goals) to meet company goals and objectives. To provide coaching and feedback to team members as opportunities arise to improve handling of customer transactions, escalations, alarm/call handling, employee relations or other situations. Brainstorm, bring forward innovative ideas to advance the company and customer experience forward.

How you will do it:

• Provide Team Member with comprehensive qualitative monthly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business news.

• Set a leadership example with peers and staff to develop a representative level team to improve performance.

• Accept supervisory calls including customer/dealer problems and take appropriate action to resolve issues.

• Provide corrective feedback to team members, as necessary.

• Participate in the training of new hires.

• Verify payroll information, various administrative task

• Provide Team Member with statistical feedback.

• Team member succession planning

• Supervise team members and provide additional support to the Resource Desk as needed.

• Identify, develop, and support the coordination of training programs as needed.

• Work closely with all staff members and peer supervisors to ensure open communication and consistency or workflow.

• Initiate, contribute and spearhead projects as they develop and/or assigned.

Shift: Must be open to working 3rd shift Hours and Days off TBD, to be Determined by Manager

What we look for:

Required:

• Candidates must be able to work independently, with little or no direction from the Unit Manager, and maintain a high degree of productivity and accuracy.

• Must have basic knowledge of computer applications.

• Excellent written/oral communication skills, strong organizational skills, detail oriented and are able to multi-task.

• Action/results oriented, change management, people leadership, self-leadership

• Ability to sit continuously for long periods of time.

• Ability to continuously and repetitively operate a computer keyboard (documentation).

• Ability to continuously read on a computer screen.

• Ability to continuously wear an overhead, over-ear headset, and/or use handheld handset.

• Ability to communicate effectively on the phone requires continuous speaking and listening.

• Must be able to obtain a dispatching license

• May be required to obtain DOD clearance

• Demonstrated ability to perform and provide results in a fast paced, team-oriented environment

• Project management

• Composed and effective in changing, complex work environment

• Strong internal and external customer focus

• Strong coaching and development skills

• Effective communication skills, both oral and written

• Has successfully demonstrated the ability to motivate others

• Ability to interpret and analyze data to effectively implement improvement plans

Preferred:

• Preferred BA/BS degree or equivalent work experience

• Prefer 1-2 years management or supervisory experience in a customer service center environment.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law . If you are an individual with a disability and you require an accommodation during the application process, please visit here .

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