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What you will do

We are looking for a skilled Call Center Manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. An excellent call center manager must be an organized, reliable and results-driven along with professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company and the clients we serve

How you will do it

• Develop objectives for the call center’s activities and business objectives


• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)


• Contribute to the responsibility of budgeting and tracking expenses


• Hire, coach, develop and train personnel to maintain high customer service standards


• Monitor and improve telephone handling and other procedures


• Engage in low customer effort practices


• Evaluate performance with key metrics (accuracy, call-waiting time, Quality assurance etc.)


• Prepare reports for different departments, customers, upper management or business partners

What we look for

• Proven experience as call center manager or similar position


• Experience in customer service is required


• Knowledge of performance evaluation and customer service metrics


• Solid understanding of reporting and budgeting procedures


• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)


• Proficient in MS Office and call center equipment/software programs


• Outstanding communication and interpersonal skills


• Excellent organizational and leadership skills with a problem-solving ability


• Positive and patient


• Bachelor’s Degree preferred or equivalent management work experience


• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Johnson Controls International plc. 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, genetic information, 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/careers.