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Supervisor, Customer Support Center

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Customer Support
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WD30052962260 Requisition #
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What you will do

 

To provide coaching and feedback to team members as opportunities arise to improve handling of customer transactions, escalations, and alarm handling, employee relations or other situations.

 

 

How you will do it

 

·        Coach and mentor team members

·       Provide Team Member with statistical feedback.

·       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.

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

·       Provide corrective feedback to team member as necessary.  

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

·       Support the management of daily transaction time; answer rate and response time goals.

·       Work closely with all staff members and peer supervisors to ensure open communication and consistency or work flow.

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

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

·       Verify payroll information

What we look for

Must be willing to work 3rd shift***

·       Education: 4 year degree Preferred-Associate Degree Required

Business experience must include a job history of increased responsibility, autonomy and independent judgment.

 

·       Experience: Prefer 1-2 years of management or supervisory experience in an inbound/outbound calling environment.

·       May be required to take a leadership assessment

 

Skills

 

·       Strong customer focus

·       Managerial courage

·       Strong interpersonal skills

·       Ability to perform multi-tasks

·       Strong coaching and development skills

·       Ability to exercise sound, independent judgment

·       Effective communication skills, both oral and written

·       Effective leadership skills – ability to lead by Tyco Values

·       Must possess excellent organizational and analytical skills

·       Has successfully demonstrated the ability to motivate others

·       Ability to interpret and analyze data to effectively implement strategic plans

·       Must possess career ambition

·       Creative/solution oriented

·       Must have the ability to perform and provide results in a fast paced environment

 

Work Schedule: Hours for 1st shift Schedule & Days off (TBD-To be determined based on the business needs

Start Date:  TBD- To Be Determined

 

Preferred

·        Education- 4 Year Degree preferred

 

 

 

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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