At Johnson Controls, we’re shaping the future to create a world that’s safe, comfortable and sustainable. Our global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and vehicles more efficient. We are passionate about improving the way the world lives, works and plays. The future requires bold ideas, an entrepreneurial mind-set and collaboration across boundaries. You need a career focused on tomorrow. Tomorrow needs you.
What you will do:
The individual who fills this position is responsible for leading the North America Customer Response Center (CRC) for retail product and service customer support. This individual will lead the CRC organization and is responsible for hiring, team management, training process development and execution, continuous improvement, customer satisfaction, performance management, financial management and reporting. In addition, this individual is responsible technician service dispatch processes for North America. This role is North America-focused, and will involve coordination and support of additional support centers in different geographic locations, to meet follow-the-sun and regional support requirements.
This leader will focus on transforming the team and its processes in response to fast-paced transformational activities that will require adding new skills, changes to team structures, and automating existing processes wherever possible utilizing the capabilities of the case management system (ServiceMax), and other tools. All processes should be implemented utilizing ITIL methodologies.
This leader will also be responsible for working with our service and sales teams to develop standard operating procedures (SOP), structuring the CRC engagement process, to ensure optimal work flow between service requests and scheduling confirmations. The leader will ensure that a closed loop process is followed for providing customers with a timely response to requests and status updates on their service requests within the committed SLAs. This leader will also focus on developing continuous improvement plans to drive efficiency.
How you will do it:
Sensormatic Solutions – Customer Response Center – product replacement, repair and on-site service work order creation and scheduling.
This role has direct impact on Sensormatic Solutions customers’ accurate and timely response for product exchange or scheduling onsite service of their equipment.
This has a direct impact on customer loss prevention procedures and security activities.
This service is an important item in driving customer satisfaction. Experience with supporting internal and external customers, 1st level technical support, call center management, ITIL service management and support processes.
Ability to translate strategic vision into tangible programs and approaches.
Ability to shift smoothly and quickly from task to task.
Comfort with ambiguity and the ability to make service delivery decisions based on industry best practices.
Strong communication and analytical skills with attention to detail.
Ability to understand business KPI’s, identify trends or root cause, and develop and implement action plans as needed to meet corporate goals.
The candidate must be comfortable with and demonstrate competency in performing data analysis; ensure integration of cross-business and process activities promoting best in class strategies; comfortable troubleshooting issues under pressure of deadlines, and driving change.
This candidate will have experience in managing budgets, building and refining cost of service models for multi-location call centers.
Demonstrated ability to coach and inspire excellence in leaders as well as front line team members.
Ability to set priorities aligned to business objectives.
Deliver a culture that focuses on Organizational Health, employee engagement, and career development.
Lead by example. The individual must be able to work effectively with little direct supervision and manage priorities for direct report leaders including setting and measuring objectives and outcomes.
Strong customer focus and collaborative skills.
Ability to de-escalate customer and employee concerns and/or complaints and identify appropriate solutions.
The candidate must have strong communication (oral and written) and relationship building skills; a team player; comfort in operating within a dynamic, complex organizational structure; establishes credibility throughout the organization in systems, processes and people by demonstrating Sensormatic Solutions Values
What we look for:
Provide strategic and operational leadership of Retail call center, adhering to business rules, goals and objectives. Working with Service and Sales to support new customer requests.
Supporting brand-specific Authorized Callers, Special Handling requests and SLA KPIs to ensure billing accuracy and customer objectives.
Lead a team of internal professionals that are responsible to deliver accurate, consistent case and work order creation and optimized field support scheduling.
Manage day to day operations of the call center staff to respond to customer calls, emails and on-line requests.
Engage in continuous improvement with focus on team skills development and process adherence.
Review and monitor training material and identify ongoing training needs for staff.
Assess agent performance, develop improvement plans, and implement training plan of all department responsibilities to achieve Universal Agent status.
Implement best practices, identify opportunities for inter-departmental improvement initiatives and maintain and improve Standard Operating Procedures.
Manage the matrix support environment to ensure SLAs are met, and to negotiating future changes as required. Strong managerial and leadership skills with experience in working with other business departments in a matrixed environment.
Strong analytical skills, business acumen with excellent problem solving skills. Proficient in MS Office products such as Word, Excel, Power Point, Visio, Outlook.
Proven experience in managing a call center team. Strong ITIL-based process improvement skills.
7 years management / leadership experience.
Proven experience in managing service level reporting and analysis.
Ability to organize and present overview of departmental achievement and metrics.
Bachelor degree in Business or related field.
5 + years Call Center management experience required. Call center transformation experience preferred.
ITIL knowledge is required and experience in managing third party call center service agreements.
Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou