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 tracking
• Work 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 coverage
• Work with service techs, plant personnel, and product experts to follow up and resolve high profile and other critical service jobs
• Responsible 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 issues
• Ensure service requests and resolutions are being recorded in service tracking tools
• Ensure 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 service
• Managing 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 staff
• Perform other duties as required

Required Qualifications:

• Experience supervising a Call Center with a minimum of 5 employees.
• Technical experience - HVAC Industry experience preferred
• Excellent communication skills both written and verbal
• 3-5 years of Call Center management experience
• Experience with continuous improvement tools and processes such 80/20 and Six Sigma.
• Excellent interpersonal and communication skills
• Strong financial business acumen
• SAP and BREEZE experience a plus
• Experience with vender management
• Experience working in a Call Center environment

Education Requirements:

• An associate degree with relevant experience or bachelor's degree

Travel: 10-25% (including some air travel). May include periods with frequent trips and multiple nights away from home.
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Modine is an Equal Opportunity Employer and Welcomes all Qualified Applicants!
EOE/Minorities/Females/Vet/Disability
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.
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