Thanks for visiting our Job Board. Please review our open positions and apply to the positions that match your qualifications.
Contact Center Supervisor
Are you an experienced Contact Center (call center) Supervisor that is a solution finder, a team player willing stay late or work on weekends, a full fledged supervisor (training/hiring/firing/performance/discipline) with thick skin able to hold people accountable while still being friends with team?
Would you enjoy working for a company with strong moral values that actually follows them? (honesty, integrity, fairness, and respect, and we always strive to make it easy for our customers to do business with us)
Are you flexible to work hours varying between 7:00am to 7:30pm, including some Saturdays (40-50 hour work weeks)?
Join us at Morris-Jenkins, voted #1 Top Workplace in the mid-size category by Charlotte Observer in 2016! Our company culture is unmatched (we know how to have fun!). See for yourself by viewing the Morris-Jenkins YouTube Channel. Help us help our customers feel comfortable in their own homes!
Morris-Jenkins is the market leader for residential HVAC service in Charlotte, NC. We are proud of our past and even more excited about our future. Morris-Jenkins Co. continues a 59 year trend of growth and stability.
Responsible for supervising the day-to-day operations of the 3 contact centers (Customer Service, Outbound, and Sales Coordinators). Primary responsibility will be to provide quality assurance, review calls, provide training (Individual and Group), as well as coaching and counseling our members, to ensure the highest level of sales and customer service communication is provided to make it easy for both the internal and external customers to do business with us.
DUTIES & RESPONSIBILITIES:
Provide daily direction and communication to members so that customer service calls are answered in a timely, efficient, and knowledgeable manner
Provide continual evaluation of processes and procedures, which includes reviewing Contact Center Representative’s calls and providing evaluations for improvement/development
Provide statistical and performance feedback/coaching on a weekly basis to each Contact Center Representative reviewing weekly/month goal setting and reviewing monthly scorecards with each member
Suggestion of methods to improve area operations, efficiency, and service to both internal and external customers
Address disciplinary and/or performance concerns according to company policy with corrective action, as required
Provide regularly scheduled one-on-one coaching with Contact Center Representatives
Planning and organizing pertinent individual and group contact center training
Establish creative ways to increase team performance
Must be able to effectively diffuse customer complaints with an acceptable resolution
All other duties as required by manager
3+ years of supervisory/management experience
Proven leadership success - A demonstrated ability to lead by example, while developing & motivating a team to achieve goals
Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
Advanced proficiency with Microsoft Office including Word, Excel, Outlook, & PowerPoint
Ability to write reports, business and interoffice correspondence professionally
Demonstrated organizational and time management skills