KONE Customer Care Center Supervisor

Job description

About us

Ranked as one of the most innovative companies in the world, KONE is a global leader in elevator and escalator business. Every day, millions of people globally are using our elevators and escalators in an increasingly urbanizing environment. We want to offer the best People Flow™ experience to those using our equipment in residential and office buildings, hotels, public transportation sites, hospitals, shopping malls and many special buildings. KONE Americas is one of KONE's five area organizations representing one-fifth of global sales. The local leadership team is responsible for implementing KONE strategy in the USA, Canada and Mexico.

We are looking for

a KC3 Supervisor who will oversee the workflow of the KONE Customer Service Agents, Shift Coordinator and Team Leads to ensure all team members receive consistent support and facilitate open and responsive customer communication in a fast pace environment.  Assists the team by providing direction in the proper way to receive and process customer service calls, Dispatch calls, and the proper response to customers as well as the KONE front line.

Essential Functions:
1. Supervises and monitors all customer service team members to ensure the team is staffed and available for customer service calls.
2. Work with the Supervisor Work Force Management regarding a weekly schedule for 24/7 to ensure KC3 is adequately staffed based on call volume & budget.
3. Provide timely performance reviews for customer service team members.   Reviews for agents to be conducted with the responsible Team Lead and/or Shift Coordinator.  
4. Work with the Supervisor for Training & Development to manage the process for hiring, interview and training new contract employees.  
5. Work with the Supervisor for Training & Development to identify training and coaching opportunities, using the Team Lead, Shift Coordinator and Supervisor for Training & Development to assist in the coaching & development process.
6. Responsible for responding to all requests for time off, checking with the Supervisor Work Force Management to ensure proper staffing.
7. Assist the agents in using the KONE software
8. Escalate any customer complaints to the Supervisor of Customer Relations.

Additional Responsibilities:
1. Assure service agents are compliant with KONE Customer Care Center written policies and procedures.
2. Assist the KONE front line with use of the Konect tool and Konect Scheduler.
3. Request assistance from the Supervisors of Customer Support & Customer Relations to assist with call volume with the center is not adequately staffed.
4. Assigns special projects to Shift Coordinator & Team Leads as needed.

We offer

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Desired profile

Skills, Education and Experience

Education:
-Associates degree or equivalent years of supervisor experience.

Experience:
-Two years related experience and/or training in the field of customer service or call centers
-One year prior supervisory experience

Specific Knowledge, Skills & Behaviors:
1. Ability to inspire and support people.
2. Good people and interpersonal skills to build effective relationships with all levels of professionals.
3. Ability to plan well and prioritize work.
4. Maintain calmness under tight pressure.
5. Good decision making and communication skills.