What you will do

The On-Site Call Center Manager is accountable for overseeing the daily operations of the business to ensure that organizational metrics and objectives are met. This role includes training, preparing, and motivating team members to deliver outstanding service to our customers. The position requires the ability to achieve monthly key performance goals in customer satisfaction, quality, and productivity within the contact center. You will monitor and assess agents' monthly performance using various tools, resources, and reporting applications. Managers will analyze productivity and attendance reports to provide coaching and guidance to team members regarding their performance. Additionally, Call Center Managers will conduct formal performance reviews for agents, which include setting annual goals and performance development plans, while also assisting agents in their career growth. Critical thinking and analytical skills are essential for resolving system challenges and addressing customer and operational issues that affect our overall service delivery and customer experience.

Call Center Managers will initiate, contribute to, and lead projects as they arise or as assigned. It is vital to foster, establish, and maintain open communication with agents, peers, trainers, unit managers, support roles, and other business areas to promote innovation. This position reports directly to the Unit Manager.

How you will do it

• People management
• Strong communication skills - verbal, presentational, written
• Business analysis
• Business management
• Relationship management - internal and external
• Organizational skills
• Leadership and motivational skills

What we look for

Required 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 Qualifications

• A 4-year degree.
• Business experience should reflect a history of increased responsibility, autonomy, and independent judgment.

HIRING SALARY RANGE: $75.000-122,000 (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.
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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