CALL SUPERVISOR in Cincinnati, Ohio at Controls Center Inc

The Call Supervisor is responsible for leading the activities of the inbound call team. The Call Supervisor is responsible for successfully guiding daily functions of the inbound call representatives and ensuring continuous training is being provided. This leader is accountable for attaining or exceeding company goals and maintaining a friendly, professional team environment that focuses on a high level of customer satisfaction. The Call Supervisor will join our mission to “Make the tech in the truck more efficient” and embrace our vision to “Enhance lives through solutions.”

Core Values:

♥ Honesty – We keep our promises, are truthful, and instill confidence

♥ Excellence – We passionately deliver exceptional experiences

♥ Accountability – We are all accountable and strive for results

♥ Respect – We value others, care about people, and treat them respectfully

♥ Teamwork – We work together to provide solutions internally and externally

Core Competencies:

• Building Trust – Interacts with everyone in a way that gives them confidence in personal and company intentions
• Customer Focus – Listens to customers and addresses issues while maintaining supportive customer relationships
• Productivity – Strives to consistently achieve excellence in performance and maintains focus in the face of obstacles
• Adaptability – Changes approach when necessary to achieve goals and adjusts style as needed to the situation at hand
• Cooperation – Uses tact to maintain effective work relationships with coworkers and stakeholders

Job Specific Competencies:

1. Leadership Effectiveness – Integrates resources to meet objectives and ensure competitive advantage
2. Problem Solving – Defines complex problems and brings about viable solutions
3. Customer Service Orientation – Conveying appropriate information to cooperatively solve customer issues

Position Responsibilities:

• Provide daily supervision and support for inbound call reps
• Schedule staff to assure proper coverage during business hours utilizing metrics and workflow
• Prioritize day-to-day issues and workflows in order to maximize department effectiveness
• Provide coaching, mentoring, and feedback on a daily basis to all call center team
• Assist in the development and implementation of support procedures and escalation processes
• Establish measurable goals and objectives for the team using system and customer analysis
• Collaborate tactfully and effectively with counter and warehouse team, as well as senior leadership

Qualifications:

• Bachelor or Associate's degree in a computer/business related field preferred
• Technical certification in Microsoft products and or call center management certifications desirable
• Minimum of one to three years of experience in supervising the work of other staff members
• Minimum of one to three years of experience in a customer support or similar environment
• Proficiency using Microsoft Office Programs and Windows operating systems required
• Demonstrated ability to provide crystal clear directions and a demonstrated solutions commitment
• Knowledge of HVACR industry, products and solutions preferred.