On-Site Contact Center Supervisor: Lead CX Team

kmwcareers; Columbus (OH); On-site; USD 65,000 - 68,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid vacation and holidays

Job summary

Kimball Midwest, a national distributor of maintenance, repair, and operation products, seeks a Contact Center Supervisor for our Columbus, Ohio location. The role leads a center delivering exceptional service and aligns interactions with company standards.

Responsibilities include coaching staff, evaluating performance, onboarding new hires, and driving improvements to reach KPIs. On-site role with a competitive benefits package.

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience.
• 3+ years’ experience in customer service or administrative services, preferably in a team lead or supervisor role.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, etc.).
• Strong knowledge of Kimball Midwest product line and sales program.
• Ability to read and write letters and numbers, perform arithmetic, and follow written and oral instructions.
• Successful completion of a 90-day orientation period.

Responsibilities

• Lead the Contact Center team and uphold performance standards to meet objectives.
• Perform timely and accurate performance evaluations.
• Manage attendance and performance issues for direct reports.
• Collaborate with Trainers for onboarding and ongoing staff training.
• Assist with evaluating call quality and customer experience.
• Coordinate documents for monthly department reports and metrics.
• Support annual corporate plan initiatives for the Contact Center.
• Ensure monthly call tracking is completed by the team.
• Respond to voicemails, team messages, and emails received during work hours.
• Convey department and company expectations clearly and consistently.

Skills

Customer service

Team leadership

Communication

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Kimball Midwest, a national distributor of maintenance, repair, and operation products, seeks a Contact Center Supervisor for our Columbus, Ohio location. The role leads a center delivering exceptional service and aligns interactions with company standards.

Responsibilities include coaching staff, evaluating performance, onboarding new hires, and driving improvements to reach KPIs. On-site role with a competitive benefits package.