Contact Center Supervisor

Kimball Midwest • Worthington, OH

7h • Onsite

About The Position

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

Benefits

• health, dental and vision insurance
• company sponsored life
• optional life and disability insurance
• Health Savings Accounts and Flexible Spending Accounts
• a 401(k) plus match
• Tuition Assistance
• Paid Parental Leave
• Paid Time Off (PTO)
• a Dress for your Day dress code
• paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees