Contact Center Supervisor

kmwcareers; Columbus (OH); On-site; USD 65,000 - 68,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid vacation and holidays

Job summary

Kimball Midwest, a national distributor of maintenance, repair, and operation products, seeks a Contact Center Supervisor for our Columbus, Ohio location. The role leads a center delivering exceptional service and aligns interactions with company standards.

Responsibilities include coaching staff, evaluating performance, onboarding new hires, and driving improvements to reach KPIs. On-site role with a competitive benefits package.

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience.
• 3+ years’ experience in customer service or administrative services, preferably in a team lead or supervisor role.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, etc.).
• Strong knowledge of Kimball Midwest product line and sales program.
• Ability to read and write letters and numbers, perform arithmetic, and follow written and oral instructions.
• Successful completion of a 90-day orientation period.

Responsibilities

• Lead the Contact Center team and uphold performance standards to meet objectives.
• Perform timely and accurate performance evaluations.
• Manage attendance and performance issues for direct reports.
• Collaborate with Trainers for onboarding and ongoing staff training.
• Assist with evaluating call quality and customer experience.
• Coordinate documents for monthly department reports and metrics.
• Support annual corporate plan initiatives for the Contact Center.
• Ensure monthly call tracking is completed by the team.
• Respond to voicemails, team messages, and emails received during work hours.
• Convey department and company expectations clearly and consistently.

Skills

Customer service

Team leadership

Communication

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Kimball Midwest, a national distributor of maintenance, repair, and operation products, is searching for a Contact Center Supervisor for our Columbus, Ohio location.

As a Kimball Midwest associate, you’ll be part of a company built on long-term growth and strong values. From $1 million in sales in 1983 to over $500 million today, our success has been driven by our people. Despite our growth, we have stayed true to our family-owned and operated roots—where employees are recognized as individuals and our culture remains a top priority.

Role Summary
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.

Responsibilities

• ResponsibleformanagingtheContactCenterteamandensuringstandardsofperformanceareupheldtoachievecompanyobjectives
• Performstimelyandaccurateperformanceevaluations
• Manages,tracks,andaddressesanyattendanceorperformanceissuesfordirectreports
• CollaborateswiththeContactCenterandDepartmentTrainersforsuccessfulnewhiresonboardingandcontinuesstafftraining
• Assists with evaluating call quality and customer experience.
• Assistswithcoordinatingdocumentsforthedepartmentmonth-endreportpertainingtoContactCentermetrics
• Assist in achieving annual corporate plan initiatives for the Contact Center
• EnsurestheContact Centerteamcompletesmonthlycalltracking
• Respondstoallvoicemails,Teammessages,andemailsreceivedduringworkhoursthesameday
• Communicatestheexpectationsofthedepartmentmanagerandcompanyaccuratelyandconsistentlytoallassociates

Qualifications

• Bachelor’sdegreeinarelevantfieldorequivalentworkexperience
• 3+years’ experienceincustomerservice,administrativeservices,or asimilarrole,preferablyinateamleadorsupervisorrole
• ProficiencyinMicrosoftOfficeapplications(Excel,Word,AX,PowerPoint,etc.)
• StrongknowledgeoftheKimballMidwestproductlineandsalesprogram
• The abilitytoreadandwritesmall lettersandnumbers; theabilitytomake arithmeticcalculations;andtheabilitytounderstandandfollow written and oral instructions
• Thesuccessfulcompletionofaninety(90)dayorientationperiod
• TheexecutionofanEmploymentAgreement

Additional Information

Hours- Monday- Friday 11:00am-7:30pm

*This role is on-site

The pay rate is $65,000-$68,000 per year

We offer a benefits package that includes 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 and paid holidays.

Kimball Midwest is an equal opportunity employer that is committed to a program of recruitment of females, minority group members, individuals with disabilities, qualifying veterans and any other classification that is protected by federal, state, or local law.

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