Customer Care Support Supervisor 2
About The Position
The On-Site Call Center Manager oversees daily business operations to ensure organizational metrics and objectives are met. The role trains, prepares, and motivates team members to provide outstanding customer service and achieve monthly goals for customer satisfaction, quality, and productivity. It monitors and assesses agent performance using reporting tools and applications, analyzes productivity and attendance, and coaches employees on performance. The manager also conducts formal performance reviews, sets annual goals and development plans, and supports agents’ career growth. The position uses critical thinking and analytical skills to resolve system challenges and address customer and operational issues that affect service delivery and customer experience. The manager initiates, contributes to, and leads projects, and maintains open communication with agents, peers, trainers, unit managers, support roles, and other business areas. This position reports directly to the Unit Manager.
Requirements
- At least 2 years of management or supervisory experience in an inbound/outbound calling environment, or in a leadership role managing teams of 15 or more.
- Must be available to work weekends.
- Must successfully complete a background check.
- Strong verbal, presentational, and written communication skills.
- Business analysis and business management skills.
- Internal and external relationship management skills.
- Organizational skills.
- Leadership and motivational skills.
- Critical thinking and analytical skills.
Nice To Haves
- A 4-year degree.
- Business experience reflecting increased responsibility, autonomy, and independent judgment.
Responsibilities
- Oversee daily business operations to meet organizational metrics and objectives.
- Train, prepare, and motivate team members to deliver outstanding customer service.
- Achieve monthly customer satisfaction, quality, and productivity goals.
- Monitor and assess agents’ monthly performance using tools, resources, and reporting applications.
- Analyze productivity and attendance reports and provide coaching and guidance.
- Conduct formal performance reviews, set annual goals and performance development plans, and assist agents with career growth.
- Resolve system challenges and address customer and operational issues affecting service delivery and customer experience.
- Initiate, contribute to, and lead projects as they arise or are assigned.
- Maintain open communication with agents, peers, trainers, unit managers, support roles, and other business areas.
Benefits
- Competitive salary.
- 15 days of vacation in the first year, plus paid holidays and sick time.
- 401(k).
- Medical, dental, and vision care available from day one.
- On-the-job and cross-training opportunities.
- JCI Employee discount programs (The Loop by Perk Spot).
- Competitive bonus plan based on individual, group, and corporate performance.
- Commitment to safety through the Zero Harm policy.
- Collaborative team environment that values diverse perspectives and fosters innovation.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
