What are the responsibilities and job description for the Contact Center Supervisor - Columbus, OH position at Kimball Midwest?
Kimball Midwest, a national distributor of maintenance, repair, and operation products, is searching for a Contact Center Supervisor for our Columbus, Ohio location.
As a Kimball Midwest associate, you'll be part of a company built on long-term growth and strong values. From $1 million in sales in 1983 to over $500 million today, our success has been driven by our people. Despite our growth, we have stayed true to our family-owned and operated roots-where employees are recognized as individuals and our culture remains a top priority.
Role Summary
Lead a contact center team dedicated to delivering exceptional customer service and ensuring every customer interaction aligns with company standards. Foster a positive, growth-focused environment where team members are supported, empowered, and equipped to perform at their best. Drive continuous improvement by implementing innovative solutions and industry best practices, consistently meeting-and exceeding-operational and performance goals.
Responsibilities
* Responsible for managing the Contact Center team and ensuring standards of performance are upheld to achieve company objectives
* Performs timely and accurate performance evaluations
* Manages, tracks, and addresses any attendance or performance issues for direct reports
* Collaborates with the Contact Center and Department Trainers for successful new hires onboarding and continues staff training
* Assists with evaluating call quality and customer experience.
* Assists with coordinating documents for the department month-end report pertaining to Contact Center metrics
* Assist in achieving annual corporate plan initiatives for the Contact Center
* Ensures the Contact Center team completes monthly call tracking
* Responds to all voicemails, Team messages, and emails received during work hours the same day
* Communicates the expectations of the department manager and company accurately and consistently to all associates
Qualifications
* Bachelor's degree in a relevant field or equivalent work experience
* 3 years' experience in customer service, administrative services, or a similar role, preferably in a team lead or supervisor role
* Proficiency in Microsoft Office applications (Excel, Word, AX, PowerPoint, etc.)
* Strong knowledge of the Kimball Midwest product line and sales program
* The ability to read and write small letters and numbers; the ability to make arithmetic calculations; and the ability to understand and follow written and oral instructions
* The successful completion of a ninety (90) day orientation period
* The execution of an Employment Agreement
Additional Information
Hours- Monday- Friday 11:00am-7:30pm
*This role is on-site
The pay rate is $65,000-$68,000 per year
We offer a benefits package that includes health, dental and vision insurance, company sponsored life, optional life and disability insurance, Health Savings Accounts and Flexible Spending Accounts, a 401(k) plus match, Tuition Assistance, Paid Parental Leave, Paid Time Off (PTO), a Dress for your Day dress code and paid holidays.
Kimball Midwest is an equal opportunity employer that is committed to a program of recruitment of females, minority group members, individuals with disabilities, qualifying veterans and any other classification that is protected by federal, state, or local law.
We Participate in E-Verify. Participamos en E-Verify.
Equal Opportunity Employer, including disability/vets
Equal Opportunity Employer, including disability/vets
Salary : $65,000 - $68,000