Team Manager

Johnson Controls • Kansas City, KS

4d • Onsite

About The Position

The Call Center Manager is responsible for daily business operations and achieving organizational metrics and goals. The role trains, prepares, and motivates staff to deliver excellent customer service and meet monthly contact center goals for customer satisfaction, quality, and productivity. Managers monitor and evaluate agents’ monthly performance using reporting tools and applications, review productivity and attendance reports, coach team members, and conduct formal performance reviews, including annual goal-setting and development plans. They also support agents’ career development.

The position uses critical-thinking and analytical skills to resolve system challenges and customer or operational issues affecting service delivery and customer experience. Managers initiate, contribute to, and lead projects as they develop or are assigned, while maintaining open communication and collaborating with agents, peers, trainers, Unit Managers, support roles, and other business areas. The position reports directly to the Unit Manager and is required to be onsite.

Requirements

• At least 2 years of management or supervisory experience in an inbound/outbound calling environment, or experience in a leadership role managing teams of 15 or more.
• Must be able to work weekends.
• Must successfully complete a background check.
• Must work onsite.
• Strong verbal, presentation, and written communication skills.
• Business analysis and business management skills.
• Organizational skills.
• Leadership and motivational skills.
• Relationship management skills, both internal and external.

Nice To Haves

• Bachelor’s degree.

Responsibilities

• Manage people and the daily operation of the business.
• Train, prepare, and motivate staff to provide excellent customer service.
• Achieve monthly contact center performance goals for customer satisfaction, quality, and productivity.
• Monitor and evaluate agent performance using tools, resources, and reporting applications.
• Review productivity and attendance reports and coach team members on performance.
• Conduct formal agent performance reviews, including annual goal-setting and performance development plans.
• Assist agents with career development.
• Resolve system challenges and customer or operational issues affecting service delivery and customer experience.
• Initiate, contribute to, and lead projects as they develop or are assigned.
• Communicate and collaborate with agents, peers, trainers, Unit Managers, support roles, and other business areas.
• Build and maintain internal and external relationships.

Benefits

• Competitive salary.
• Paid vacation, holidays, and sick time; 15 vacation days in the first year.
• Comprehensive benefits package including 401(k), medical, dental, and vision care, available day one.
• Extensive product and on-the-job/cross-training opportunities with outstanding resources.
• Encouraging and collaborative team environment.
• JCI Employee discount programs (The Loop by Perk Spot).
• Competitive bonus plan based on individual, group, and corporate performance.

What This Job Offers

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