Customer Care Support Supervisor 2

Johnson Controls; Aurora (CO); On-site; USD 75,000 - 122,000; Full time

Benefits offered by this job

Competitive salary

Vacation & sick time (15 days)

Comprehensive benefits from day one

On-the-job and cross-training

Zero Harm safety policy

Employee discount programs

Company culture promoting voice and Op

Job summary

Johnson Controls is seeking an On-Site Call Center Manager to oversee daily call center operations, drive customer satisfaction, and manage a team to meet monthly KPIs. The role involves coaching, performance reviews, and project leadership within a collaborative environment.

You will report to the Unit Manager, lead cross-functional collaboration, and contribute to process improvements while ensuring a safe and productive workplace from day one.

Qualifications

• 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.
• A 4-year degree preferred.

Responsibilities

• Oversee daily operations of the call center to meet metrics such as customer satisfaction, quality, and productivity.
• Train, prepare, and motivate team members to deliver outstanding service.
• Monitor monthly performance using tools and reports; provide coaching and development plans.
• Lead projects and maintain open communication with stakeholders to promote innovation.

Skills

People management

Communication

Business analysis

Business management

Relationship management

Organizational skills

Leadership

Education

Bachelor's degree

Job description

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!

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)
• Check us Out: A Day in the Life of the Building of the Future

Become part of a culture that celebrates your achievements and encourages your voice and ideas. Your next great opportunity for advancement is right at your fingertips! Take the initiative to explore your potential and embark on an exciting career journey with Johnson Controls.

What You Will Do

The On-Site Call Center Manager is accountable for overseeing the daily operations of the business to ensure that organizational metrics and objectives are met. This role includes training, preparing, and motivating team members to deliver outstanding service to our customers. The position requires the ability to achieve monthly key performance goals in customer satisfaction, quality, and productivity within the contact centre. You will monitor and assess agents' monthly performance using various tools, resources, and reporting applications. Managers will analyze productivity and attendance reports to provide coaching and guidance to team members regarding their performance. Additionally, Call Center Managers will conduct formal performance reviews for agents, which include setting annual goals and performance development plans, while also assisting agents in their career growth. Critical thinking and analytical skills are essential for resolving system challenges and addressing customer and operational issues that affect our overall service delivery and customer experience.

Call Center Managers will initiate, contribute to, and lead projects as they arise or as assigned. It is vital to foster, establish, and maintain open communication with agents, peers, trainers, unit managers, support roles, and other business areas to promote innovation. This position reports directly to the Unit Manager.

How You Will Do It

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

Required Qualifications

What we look for

• 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.

Preferred Qualifications

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

HIRING SALARY RANGE: $75.000-122,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package.

For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.