Customer Service Operations Supervisor

MKO KONE Inc.; Moline (IL); On-site; USD 83,000 - 109,000; Full time

Benefits offered by this job

Competitive salary

Flexible work schedule

401K Employer Match

Medical, Prescription, Dental and Vis­

Dental and Vision Insurance

Well-being Program

Paid Time Off & Holidays

Parental Leave

Identity Theft Protection

Job summary

KONE Corporation in Moline, IL seeks a Customer Service Supervisor to lead the customer service team, manage payroll for staff and contractors, and ensure staffing aligned with call volume and budgets. The role includes hiring, training, coaching, and escalating issues to maintain a seamless customer experience.

Ideal candidates will have 2+ years in customer service or call centers, supervisory experience, and strong communication and problem-solving skills.

Qualifications

• BA in Business or related field, or 2+ years related experience or training, or equivalent combination.
• 2+ years of work-related experience in customer service or call center.
• 2+ years of prior supervisory experience.
• Excellent written and verbal communication skills.
• Proven ability to coach, train, and motivate team members.
• Comprehensive call center or contract center knowledge.
• Strong problem solving and conflict resolution skills.
• Able to work 24/7 for emergencies.

Responsibilities

• Supervises and monitors all customer service team members to ensure staffing and availability for calls.
• Performs payroll for direct team and call centre contractors.
• Ensure KC3 is staffed based on call volume and budget.
• Manage hiring, interviewing, and training of contract employees.
• Identify training and coaching opportunities for development.
• Escalate customer complaints and coordinate resolution.
• Collaborate with frontline for a seamless customer experience.
• Lead punctual projects related to KC3 operations.

Skills

Communication

Coaching

Supervisory experience

Call center knowledge

Problem solving

Time management

U.S. work authorization

Education

BA in Business or related field

Job description

KONE Corporation in Moline, IL seeks a Customer Service Supervisor to lead the customer service team, manage payroll for staff and contractors, and ensure staffing aligned with call volume and budgets. The role includes hiring, training, coaching, and escalating issues to maintain a seamless customer experience.

Ideal candidates will have 2+ years in customer service or call centers, supervisory experience, and strong communication and problem-solving skills.