On-Site Call Center Manager — Lead, Coach & Optimize

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

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.