KONE Customer Care Center Team Lead

Job description

About us

KONE Americas is part of KONE, one of the global leaders in the elevator and escalator industry. KONE provides its customers with industry-leading elevators, escalators, doors and innovative solutions for maintenance and modernization to deliver the best People Flow™  experience.

KONE Inc. is an Equal Opportunity Employer.  KONE does not discriminate in hiring or any other personnel action due to a persons’s race, sex, ethnicity, national origin, marital status, disability, age, religion or veteran status.  

In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with KONE, please e-mail  Only those needing assistance due to a disability should utilize this email address.  All other applicants are required to apply to the website www.KONE.com/jobs.

We are looking for

A candidate responsible for coordinating the work flow in the KC3 for an assigned Team or an assigned time frame.  Coordinates the team members to balance the workload for breaks, lunches and meetings.   Able to assist the agents and the branch network in ensuring that calls are accurately logged and dispatched.   Ensures that all Priority Calls are quickly dispatched and escalates the call when necessary.  
Motivates their team to achieve service goals.  Coaches KC3 agents to ensure that all agent goals and KPI’s are being met.   Administers KONE policies and procedures to assure consistency.   Promotes teamwork among the agents.   Positive reinforcement is encouraged.

Essential Functions:

1. Provides leadership to the KC3 Agents to include checking work to ensure compliance with guidelines; analyze and resolve work problems or assist agents in problem solving.  Monitor dispatched calls to ensure that business processes are followed during all work shifts.  Drive process changes that deliver improved customer satisfaction levels.    Escalate calls when required.  Monitors call volume to ensure that the KC3 is meeting its service level goals for queue.   Ensure KC3 Agents comply with the procedure of any calls involving entrapments and/or injuries

2. Responsible for first level of troubleshooting then escalate to Shift Coordinator or Supervisors. 

3. Provide instructions to branch network regarding the Konect Scheduler, technician absences, troubleshoot calls.   Speak with Branch Supervisors as required to dispatch callouts.

4. Identify coaching opportunities to address individually or escalate to KC3 Supervisors to ensure that all agent goals and KPI’s are being met.    
5. Assist with the cross-training process for team agents, and monitor their work to ensure compliance with all processes. 

6. Using the Tele-opti My Data tool to review and comply with schedule assignments, assigned break and lunch periods.

 

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:
High school diploma or general education degree (GED)

Experience:
Two years related experience and/or training in the field of customer service or prior supervisory experience.

Specific Knowledge, Skills & Behaviors:
1. Ability to drive process changes that deliver improved customer satisfaction levels.
2. Proficient in Konect software, Callout Logger, Scheduler and KONE BRT applications. 
3. Ability to speak clearly and understandably on the telephone.
4. Ability to enter information into a computer while talking on the telephone. 
5. Ability to interact with our customers and service people in a courteous, friendly yet not “chatty” manner.
6. Proficient skills in spelling, communications, and data entry.
7. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
8. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
9. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
10. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. 11. The employee is occasionally required to reach with hands and arms.
12. The employee must occasionally lift and/or move up to 10 pounds.
13. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus.