Customer Care Support Supervisor 2

Johnson Controls • Aurora, CO

5d • Onsite

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 deliver outstanding customer service and achieve monthly customer satisfaction, quality, and productivity goals. The manager monitors and assesses agents’ monthly performance using available tools, resources, and reporting applications; analyzes productivity and attendance reports; and provides coaching and guidance. The position also conducts formal performance reviews, sets annual goals and performance development plans, and supports agents’ career growth.

The role uses critical-thinking and analytical skills to resolve system challenges and customer or operational issues affecting service delivery and customer experience. It initiates, contributes to, and leads projects as they arise or are assigned, and fosters open communication with agents, peers, trainers, unit managers, support roles, and other business areas. The position reports directly to the Unit Manager.

Requirements

• At least 2 years of management or supervisory experience in an inbound/outbound calling environment, or leadership experience 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.
• People management, business analysis, business management, relationship management, organizational, leadership, and motivational skills.

Nice To Haves

• A 4-year degree.
• Business experience demonstrating increased responsibility, autonomy, and independent judgment.

Responsibilities

• Oversee daily call center 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 to team members.
• Conduct formal agent performance reviews, set annual goals and performance development plans, and support career growth.
• Resolve system challenges and customer or operational issues that affect service delivery and customer experience.
• Initiate, contribute to, and lead projects as they arise or are assigned.
• Foster 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 holidays and sick time.
• 401K, medical, dental, and vision care available from day one.
• On-the-job and cross-training opportunities.
• Employee discount programs (The Loop by Perk Spot).
• Competitive bonus plan based on individual, group, and corporate performance.
• Collaborative team environment that values diverse perspectives and fosters innovation.
• Commitment to safety through the Zero Harm policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed