Contact Center Supervisor

Kimball Midwest•Columbus, OH

8d•Onsite

About The Position

Kimball Midwest, a national distributor of maintenance, repair, and operation products, is searching for a Contact Center Supervisor for our Columbus, Ohio location. As a Kimball Midwest associate, you will experience why we have been recognized as one of the Top Workplaces in Columbus Thirteen years in a row! Our sales revenue growth is dynamic, increasing from $1 million in 1983 to over $500 million today. Throughout all our growth we have kept the family-owned and operated culture alive. At Kimball Midwest, you are a name and not a number and we pride ourselves on our unique culture. Role Summary Lead a contact center team dedicated to delivering exceptional customer service and ensuring every customer interaction aligns with company standards. Foster a positive, growth-focused environment where team members are supported, empowered, and equipped to perform at their best. Drive continuous improvement by implementing innovative solutions and industry best practices, consistently meeting—and exceeding—operational and performance goals.

Requirements

Bachelor’s degree in a relevant field or equivalent work experience
3+ years’ experience in customer service, administrative services, or a similar role, preferably in a team lead or supervisor role
Proficiency in Microsoft Office applications (Excel, Word, AX, PowerPoint, etc.)
Strong knowledge of the Kimball Midwest product line and sales program
The ability to read and write small letters and numbers; the ability to make arithmetic calculations; and the ability to understand and follow written and oral instructions
The successful completion of a ninety (90) day orientation period
The execution of an Employment Agreement

Responsibilities

Responsible for managing the Contact Center team and ensuring standards of performance are upheld to achieve company objectives
Performs timely and accurate performance evaluations
Manages, tracks, and addresses any attendance or performance issues for direct reports
Collaborates with the Contact Center and Department Trainers for successful new hires onboarding and continues staff training
Assists with evaluating call quality and customer experience.
Assists with coordinating documents for the department month-end report pertaining to Contact Center metrics
Assist in achieving annual corporate plan initiatives for the Contact Center, including D365 CE.
Ensures the Contact Center team completes monthly call tracking
Responds to all voicemails, Team messages, and emails received during work hours the same day
Communicates the expectations of the department manager and company accurately and consistently to all associates