Team Manager

Johnson Controls, Inc.; Kansas City (MO); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Paid time off (15 days first year)

Benefits package with 401K

Training opportunities

Collaborative environment

Safety focused culture

Employee discounts

Job summary

Johnson Controls, Inc. seeks a Call Center Manager to oversee daily operations, ensuring metrics and goals are met. You will train, motivate and coach staff to deliver outstanding customer service, while monitoring performance for quality and productivity.

This on-site leadership role requires strong analytical thinking and hands-on guidance. You will lead projects, collaborate across teams, and report to the Unit Manager, maintaining open lines of communication to foster a high-performing

Qualifications

• Minimum of 2 years of management or supervisory experience in an inbound/outbound calling environment or a leadership role managing teams of 15 or more.
• Must be able to work weekends.
• Successfully complete background check.
• A team manager is required to be an on-site position.

Responsibilities

• Oversee daily operation to meet metrics and goals.
• Train, prepare and motivate staff to deliver excellent service to customers.
• Monitor agent performance and provide coaching on an ongoing basis.
• Lead projects and collaborate with peers, trainers, and other areas to drive innovation.

Skills

People management

Communication skills

Leadership

Organizational skills

Education

Bachelor's degree

Job description

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our

employees with an experience focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

• Competitive salary


• Paid vacation/holidays/sick time - 15 days of vacation first year


• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one


• Extensive product and on the job/cross training opportunities with outstanding resources


• Encouraging and collaborative team environment


• Dedication to safety through our Zero Harm policy


• JCI Employee discount programs (The Loop by Perk Spot)

What you will do:

The Call Center Manager is responsible for the daily operation of the business to ensure organizational metrics and goals are achieved. Managers are also responsible totrain, prepare and motivate their staff members to provide excellent service to our customers. This position requires one to possess the ability to meet monthly key contact center performance goals for customer satisfaction, quality and productivity. Monitor and evaluate agent’s monthly performance utilizing tools, resources and reporting applications. Managers will review productivity reports and attendance reports to provide coaching to team members regarding performance. Call Center Mangers will conduct formal agent performance reviews, including annual goal- setting performance development plans and assist agents with career development. Call Center Managers will need to possess critical thinking and analytical skills to resolve system challenges, customer and operational issues that impact our overall service delivery and customer experience.

Call Center Managers will need to initiate, contribute and lead projects as they develop and/or assigned. It will be important to build, establish, maintain open lines of communication and collaborate with agents, peers, trainers, Unit managers, support roles and other areas of the business to facilitate innovation. This position reports directly to the Unit Manager.

How you will do it:

• People management


• Strong communication – verbal, presentational, written


• Business analysis


• Business management


• Relationship management – internal to the organization and external


• Organizational skills


• Leadership and motivational skills

What we look for:

Required:

• Minimum of 2years of management or supervisory experience in an inbound/outbound calling environment or a leadership role managing teams of 15 or more.


• Must be able to work weekends.


• Successfully complete background check.


• A team manager is required to be an on-site position.

Preferred:

• Bachelor’s Degree

HIRING SALARY RANGE:

$65,000-90,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.

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