On-Site Call Center Manager: Lead Team & Customer Care

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

Benefits offered by this job

Competitive salary

Generous vacation and holidays

Comprehensive benefits package from 1ᵗ

On-the-job and cross-training

Zero Harm safety culture

Employee discounts

Career growth opportunities

Job summary

Johnson Controls is seeking an On-Site Call Center Manager to oversee daily call center operations and drive customer satisfaction metrics. You will train, motivate, and evaluate agents, ensuring performance against monthly targets and quality standards.

This role reports to the Unit Manager and requires strong analytical skills and collaboration across teams. Responsibilities include coaching, conducting performance reviews, leading process improvements, and maintaining open communication with

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.
• Preferred: a 4-year degree.

Responsibilities

• Oversee daily operations of the on-site call center to meet KPIs.
• Coach and motivate team members; conduct monthly performance reviews.
• Analyze productivity and attendance, provide coaching.
• Lead projects and communicate across teams.

Skills

People management

Communication skills

Business analysis

Business management

Relationship management

Organizational skills

Leadership

Education

4-year degree

Job description

Johnson Controls is seeking an On-Site Call Center Manager to oversee daily call center operations and drive customer satisfaction metrics. You will train, motivate, and evaluate agents, ensuring performance against monthly targets and quality standards.

This role reports to the Unit Manager and requires strong analytical skills and collaboration across teams. Responsibilities include coaching, conducting performance reviews, leading process improvements, and maintaining open communication with