Contact Center Supervisor - Columbus, OH

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

Job summary

Kimball Midwest, a national distributor of maintenance, repair, and operation products, is seeking a Contact Center Supervisor for our Columbus, Ohio location. This on-site role leads a team to deliver exceptional customer service while aligning with company standards and continuous improvement initiatives.

The supervisor will manage performance, conduct evaluations, onboard new hires, and coordinate training with the department trainers.

Qualifications

• Bachelor's degree in a relevant field or equivalent work experience.
• 3+ years' experience in customer service, administrative services, or a similar role, preferably in a team lead or supervisor role.
• Proficiency in Microsoft Office applications (Excel, Word, AX, PowerPoint, etc.).
• Strong knowledge of the Kimball Midwest product line and sales program.
• The ability to read and write small letters and numbers; the ability to make arithmetic calculations; and the ability to understand and follow written and oral instructions.
• The successful completion of a ninety (90) day orientation period
• The execution of an Employment Agreement

Responsibilities

• Manage the Contact Center team and uphold performance standards to meet company objectives.
• Perform timely and accurate performance evaluations.
• Address attendance or performance issues for direct reports.
• Collaborate with Training for onboarding and ongoing staff training.
• Assist with evaluating call quality and customer experience.
• Coordinate documents for monthly Contact Center metrics reports.
• Contribute to achieving annual corporate plan initiatives for the Contact Center.
• Ensure monthly call tracking is completed by the team.
• Respond to voicemails, team messages, and emails the same day.
• Convey department and company expectations accurately and consistently.

Skills

Customer service

Microsoft Office

Product knowledge

Reading and arithmetic basics

Education

Bachelor's degree or equivalent

Tools

Excel

Word

PowerPoint

Microsoft AX

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

• Responsible for managing the Contact Center team and ensuring standards of performance are upheld to achieve company objectives
• Performs timely and accurate performance evaluations
• Manages, tracks, and addresses any attendance or performance issues for direct reports
• Collaborates with the Contact Center and Department Trainers for successful new hires onboarding and continues staff training
• Assists with evaluating call quality and customer experience.
• Assists with coordinating documents for the department month-end report pertaining to Contact Center metrics
• Assist in achieving annual corporate plan initiatives for the Contact Center
• Ensures the Contact Center team completes monthly call tracking
• Responds to all voicemails, Team messages, and emails received during work hours the same day
• Communicates the expectations of the department manager and company accurately and consistently to all associates

Qualifications

• Bachelor's degree in a relevant field or equivalent work experience
• 3+ years' experience in customer service, administrative services, or a similar role, preferably in a team lead or supervisor role
• Proficiency in Microsoft Office applications (Excel, Word, AX, PowerPoint, etc.)
• Strong knowledge of the Kimball Midwest product line and sales program
• The ability to read and write small letters and numbers; the ability to make arithmetic calculations; and the ability to understand and follow written and oral instructions
• The successful completion of a ninety (90) day orientation period
• The execution of an Employment Agreement

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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