Brief Description of the Job:
To provide coaching and feedback to team members as opportunities arise to improve handling of customer transactions, escalations, and alarm handling, employee relations or other situations.
Major Responsibilities: Coach and mentor team members Provide Team Member with statistical feedback.
Provide Team Member with comprehensive qualitative monthly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business news
Set a leadership example with peers and staff to develop a representative level team to improve performance.
Supervise team members and provide additional support to the Resource Desk as needed.
Provide corrective feedback to team member as necessary.
Identify, develop and support the coordination of training programs as needed.
Support the management of daily transaction time; answer rate and response time goals.
Work closely with all staff members and peer supervisors to ensure open communication and consistency or work flow.
Initiate, contribute and spearhead projects as they develop and/or assigned
Accept supervisory calls including customer/dealer problems and take appropriate action to resolve issues.
Verify payroll information
Education: 4 year degree Preferred-Associate Degree Required
Business experience must include a job history of increased responsibility, autonomy and independent judgment.
Experience: Prefer 1-2 years of management or supervisory experience in an inbound/outbound calling environment.
Strong customer focus
Strong interpersonal skills
Ability to perform multi-tasks
Strong coaching and development skills
Ability to exercise sound, independent judgment
Effective communication skills, both oral and written
Effective leadership skills - ability to lead by Tyco Values
Must possess excellent organizational and analytical skills
Has successfully demonstrated the ability to motivate others
Ability to interpret and analyze data to effectively implement strategic plans
Has successfully demonstrated the ability to perform and provide results in a fast paced, team oriented environment
Must possess career ambition
Must be able to obtain a dispatching license
May be required to obtain DOD clearance (in US)
May be required to complete a leadership assessment
We offer a highly competitive compensation and benefits plan including medical, dental, prescription coverage, flexible spending accounts, paid life insurance, matching 401(k), ongoing training, tuition reimbursement and more. And because we're part of Johnson Controls, we can prepare you for a career on a global scale.
Equal Opportunity & Non-Discrimination - 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, 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 , EEO is the Law (supplement) , and Pay Transparency Non-discrimination .
A little about us:
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