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Customer Support
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WD30063816037 Requisition #
Thanks for your interest in the CRC Manager position. Unfortunately this position has been closed but you can search our 4,049 open jobs by clicking here.

What we look for:

Required

 

  • Provide strategic and operational leadership of Retail call center, adhering to business rules, goals and objectives. Working with Service and Sales to support new customer requests.  
  • Supporting brand-specific Authorized Callers, Special Handling requests and SLA KPIs to ensure billing accuracy and customer objectives. 
  • Lead a team of internal professionals that are responsible to deliver accurate, consistent case and work order creation and optimized field support scheduling.
  • Manage day to day operations of the call center staff to respond to customer calls, emails and on-line requests. 
  • Engage in continuous improvement with focus on team skills development and process adherence. 
  • Review and monitor training material and identify ongoing training needs for staff.  
  • Assess agent performance, develop improvement plans, and implement training plan of all department responsibilities to achieve Universal Agent status. 
  • Implement best practices, identify opportunities for inter-departmental improvement initiatives and maintain and improve Standard Operating Procedures. 
  • Manage the matrix support environment to ensure SLAs are met, and to negotiating future changes as required. Strong managerial and leadership skills with experience in working with other business departments in a matrixed environment. 
  • Strong analytical skills, business acumen with excellent problem solving skills. Proficient in MS Office products such as Word, Excel, Power Point, Visio, Outlook. 
  • Proven experience in managing a call center team. Strong ITIL-based process improvement skills. 
  • 7 years management / leadership experience. 
  • Proven experience in managing service level reporting and analysis.
  • Ability to organize and present overview of departmental achievement and metrics. 
  • Bachelor degree in Business or related field.
  • 5 + years Call Center management experience required. Call center transformation experience preferred. 
  • ITIL knowledge is required and experience in managing third party call center service agreements.  
  • Travel 20%.

 

Johnson Controls 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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou

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