Call Center Supervisor

At Modine, we are engineering a cleaner, healthier world. Building on more than 100 years of excellence in thermal management, we provide trusted systems and solutions that improve air quality and conserve natural resources. More than 13,000 employees are at work in every corner of the globe, delivering the solutions our customers need, where they need them. Our Climate Solutions and Performance Technologies segments support our purpose by improving air quality, reducing energy and water consumption, lowering harmful emissions and enabling cleaner running vehicles and environmentally-friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (USA), with operations in North America, South America, Europe and Asia. For more information about Modine, visit www.modine.com.

Position Description

The Call Center Supervisor has overall ownership for the aftersales Call Center group including hiring and training of Quality/Service Specialists, establishing goals for call center and techs, and establishing processes to resolve and document any customer issues or other call center problems that occur.

Key Responsibilities

Direct supervision of Quality Service Specialists, technicians, and interns are to ensure service requests (calls, emails, text, chat, etc.) are handled properly and customer service standards are consistently achieved responsible for all aspects of employee performance reviews, management and KPI trackingWork with the Technical Services Managers, and other managers to establish key goals, metrics, and other KPIs in support of strategic objectives of “Perfect Service” and growing Market Share. Continuous review and improvement using 80/20 to ensure “A customers” are raving fans Develop, assign, and manage projects that support continuous improvement of resources, training, literature, articles, and other product and process improvements. Ensure scheduling of service techs and call center personnel to ensure appropriate coverageWork with service techs, plant personnel, and product experts to follow up and resolve high profile and other critical service jobsResponsible for driving continuous improvement of all aspects of the call center (quality, literature, design, service, troubleshooting, etc.)Coordinate with techs who are in the field to provide support to resolve field issuesEnsure service requests and resolutions are being recorded in service tracking toolsEnsure that proper ongoing training, development and support of personnel takes place and ensures their knowledge of the products and services provided and other significant information delivered to reps, distributors, contractors and other customer. Training (in-person, live meetings, on-demand) of reps, distributors, contractors, and other partners. Proactively seek to learn best practices and/or techniques other call centers use to increase performance and provide excellent customer serviceManaging third party vendor(s)Building resource material for internal and external employees, reps, distributors, contractors and other partners (technical troubleshooting resources, training material, product support material). Work to develop on-going employee reward and recognition programs for staffPerform other duties as required

Required Education & Qualifications

Bachelor degree preferred. Experience supervising a Call Center with a minimum of 5 employees.Technical experience - HVAC Industry experience preferredExcellent communication skills both written and verbal3-5 years of call center management experienceExperience with continuous improvement tools and processes such 80/20 and Six Sigma.Excellent interpersonal and communication skillsStrong financial business acumenSAP and BREEZE experience a plusExperience with vender managementExperience working in a call center environment

Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Modine provides a competitive benefit package, which could include paid vacation, short term disability, 401(k), health, dental, vision, life insurance, flex spending benefits, tuition reimbursement, Health Savings Account and much more. Human Resources will provide more detail upon your hiring.