Team Manager

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

Benefits offered by this job

Competitive salary

Paid vacation/holidays/sick time

401K and comprehensive benefits

Training opportunities

Collaborative team environment

Safety commitment (Zero Harm)

Employee discount programs

Job summary

Johnson Controls is seeking a Call Center Manager to lead daily operations and drive performance. You will train and motivate a team of agents, manage monthly metrics for satisfaction, quality and productivity, and conduct performance reviews.

The role emphasizes collaboration with peers and cross-functional partners to enable exceptional customer experiences. Ideal candidates bring at least 2 years in a supervisory call center role, strong communication, and proven leadership.

Qualifications

• Minimum of 2 years of management or supervisory experience in a contact center or leadership role.
• Must be able to work weekends and be on-site.
• Background check required and equal opportunity employer.

Responsibilities

• Oversee daily call center operations to meet metrics for customer satisfaction, quality and productivity.
• Train, coach and motivate staff; conduct formal performance reviews and development plans.
• Collaborate with teams to drive process improvements and ensure effective service delivery.

Skills

People management

Communication skills

Business analysis

Leadership

Relationship management

Organizational skills

Motivation and coaching

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 to train, 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 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.

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. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. 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 .

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.

To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law .

If you are an individual with a disability and you require an accommodation during the application process, please visit here