Call Center Supervisor - Racine, United States - Modine Manufacturing Company

Modine Manufacturing Company

Verified Company

Racine, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Description

The Call Center Supervisor has overall ownership for the aftersales Call Center group including hiring and training of Quality/Service Specialists, establishing goals for call center and techs, and establishing processes to resolve and document any customer issues or other call center problems that occur.

Key Responsibilities
Work with the Technical Services Managers, and other managers to establish key goals, metrics, and other KPIs in support of strategic objectives of "Perfect Service" and growing Market Share.
Continuous review and improvement using 80/20 to ensure "A customers" are raving fans
Develop, assign, and manage projects that support continuous improvement of resources, training, literature, articles, and other product and process improvements.
Ensure scheduling of service techs and call center personnel to ensure appropriate coverage
Work with service techs, plant personnel, and product experts to follow up and resolve high profile and other critical service jobs
Responsible for driving continuous improvement of all aspects of the call center (quality, literature, design, service, troubleshooting, etc.)
Coordinate with techs who are in the field to provide support to resolve field issues
Ensure service requests and resolutions are being recorded in service tracking tools
Ensure that proper ongoing training, development and support of personnel takes place and ensures their knowledge of the products and services provided and other significant information delivered to reps, distributors, contractors and other customer.
Training (inperson, live meetings, ondemand) of reps, distributors, contractors, and other partners.
Proactively seek to learn best practices and/or techniques other call centers use to increase performance and provide excellent customer service
Managing third party vendor(s)
Building resource material for internal and external employees, reps, distributors, contractors and other partners (technical troubleshooting resources, training material, product support material).
Work to develop ongoing employee reward and recognition programs for staff
Perform other duties as required
Required Education & Qualifications
Bachelor degree preferred.
Experience supervising a Call Center with a minimum of 5 employees.

Technical experience

HVAC Industry experience preferred
Excellent communication skills both written and verbal
35 years of call center management experience
Experience with continuous improvement tools and processes such 80/20 and Six Sigma.
Excellent interpersonal and communication skills
Strong financial business acumen
SAP and BREEZE experience a plus
Experience with vender management
Experience working in a call center environment

Modine is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Modine provides a competitive benefit package, which could include paid vacation, short term disability, 401(k), health, dental, vision, life insurance, flex spending benefits, tuition reimbursement, Health Savings Account and much more.

Human Resources will provide more detail upon your hiring.

LI-AO1

LI-REMOTE

Modine is an Equal Opportunity Employer and Welcomes all Qualified Applicants

EOE/Minorities/Females/Vet/Disability

Human Resources will provide more detail upon your hiring.