Supervisor, Customer Support Center

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
• Comprehensive benefits package including, medical, dental, and vision care - Available day one
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• JCI Employee discount programs (The Loop by Perk Spot)
• Check us Out: A Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY

What You Will Do The COSC Supervisor is responsible for the daily operation of the business to ensure organizational metrics and goals are achieved. Supervisors 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. Supervisors will review productivity reports and attendance reports to provide coaching to team members regarding performance. COSC Supervisor will conduct formal agent performance reviews, including annual goal-setting performance development plans and assist agents with career development. COSC Supervisor 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. COSC Supervisor 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. RequiredWhat we look for:

• 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.

Preferred

• Bachelor’s Degree
• 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