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Team Lead, Customer Care (Lead Monitoring Center Associate)
January 05, 2017
Job Description:
Position Summary:

To assist with the activities of the Customer Call Center ensuring quality service to customers and serves as a communication vehicle for Team Managers and Unit Manager to maximize coverage.

Duties and Responsibilities:
  • Provide immediate assistance/feedback to team members on operational procedures and issues.
  • Assist resource desk with identifying and assigning additional resources to load balance various segments.
  • Coordinate with managers the training of new hires.
  • Manage queue availability (ACW, Handle Time, Unscheduled Breaks, AUX usage).
  • Manage Job Buffers
  • Handling Service Job Escalations
  • Special projects as assigned.
  • Will Provide Assistance for Outbound, CSG and NDC Calls

Job Qualifications:

  • A minimum of 2 years experience in the TIS Customer Call Monitoring Center preferred.
  • Must meet all CMC performance standards (with at least a Meets performance rating).
  • Qualified candidates must be able to work independently, with little or no direction from Team Managers or Unit Manager and maintain a high degree of productivity and accuracy.
  • Must have basic knowledge of computer applications.
  • Qualified candidate will have excellent communication skills, strong organizational skills, detail oriented and is able to multi-task.

A little about us:
Johnson Controls is a global diversified technology and industrial leader serving customers in more than 150 countries.

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