On-Site Call Center Manager | Customer Care Leader

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

Benefits offered by this job

Competitive salary

Generous paid vacation and holidays

Comprehensive benefits package (401K/医

Job summary

The On-Site Call Center Manager at Johnson Controls is responsible for daily operations, coaching, and ensuring customer satisfaction metrics are met. You will lead a team, monitor performance, and drive improvements in quality and productivity.

This role requires 2+ years in a supervisory capacity within a contact center, willingness to work weekends, and the ability to analyze data to guide coaching and development. Johnson Controls offers a competitive benefits package.

Qualifications

• Minimum 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 and objectives.
• Train, prepare, and motivate team members to deliver outstanding service.
• Monitor monthly performance of agents and provide coaching and guidance.
• Lead projects and foster open communication across teams to promote innovation.
• Conduct formal performance reviews and set annual goals and development plans.
• Report to the Unit Manager and contribute to continuous improvement in service delivery.

Skills

People management

Strong communication

Business analysis

Business management

Relationship management

Organizational skills

Leadership

Education

4-year degree

Job description

The On-Site Call Center Manager at Johnson Controls is responsible for daily operations, coaching, and ensuring customer satisfaction metrics are met. You will lead a team, monitor performance, and drive improvements in quality and productivity.

This role requires 2+ years in a supervisory capacity within a contact center, willingness to work weekends, and the ability to analyze data to guide coaching and development. Johnson Controls offers a competitive benefits package.