Customer Care Support Supervisor 2

Johnson Controls • Aurora, CO

5d • Onsite

About The Position

Advance your career with the Johnson Controls team! As a global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. Join a diverse and inclusive team that empowers you to build your best future! Our teams are strategically positioned to support a multitude of industries across the globe. You will have the opportunity to grow and develop through meaningful work projects and learning opportunities. We are committed to fostering an environment that supports the physical, financial, and emotional wellbeing of all employees. Become a valued member of the Johnson Controls family and thrive in a company culture that values your unique voice and ideas – your next great opportunity is just a few clicks away! We recognize that a fulfilling career is supported by your overall wellbeing. That's why we offer a comprehensive benefits package designed to support you in multiple aspects of life.

Requirements

• Minimum of 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.
• People management
• Strong communication skills – verbal, presentational, written
• Business analysis
• Business management
• Relationship management – internal and external
• Organizational skills
• Leadership and motivational skills

Nice To Haves

• A 4-year degree.
• Business experience should reflect a history of increased responsibility, autonomy, and independent judgment.

Responsibilities

• Overseeing the daily operations of the business to ensure that organizational metrics and objectives are met.
• Training, preparing, and motivating team members to deliver outstanding service to our customers.
• Achieve monthly key performance goals in customer satisfaction, quality, and productivity within the contact center.
• Monitor and assess agents' monthly performance using various tools, resources, and reporting applications.
• Analyze productivity and attendance reports to provide coaching and guidance to team members regarding their performance.
• Conduct formal performance reviews for agents, which include setting annual goals and performance development plans, while also assisting agents in their career growth.
• Initiate, contribute to, and lead projects as they arise or as assigned.
• Foster, establish, and maintain open communication with agents, peers, trainers, unit managers, support roles, and other business areas to promote innovation.

Benefits

• Competitive salary
• Generous paid vacation, holidays, and sick time - 15 days of vacation in your first year to promote work-life balance
• Comprehensive benefits package, including 401K, medical, dental, and vision care, available from day one
• An encouraging and collaborative team environment that values diverse perspectives and fosters innovation
• On-the-job and cross-training opportunities
• A strong commitment to safety through our Zero Harm policy, ensuring a safe and secure workplace for all employees
• JCI Employee discount programs (The Loop by Perk Spot)
• Competitive Bonus plan that will take into account individual, group, and corporate performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree