Customer Service and Admin Team Leader - #7511849

Founded in 1910, our mission is to improve the flow of urban life and make our world’s cities better places to live. We are a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Through our innovative solutions, we strive to make people's journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability leader with repeated recognitions by Forbes, Corporate Knights for clean capitalism and others.

We pride ourselves on our family-centric culture and guiding principles that serve as the foundation of who we are and how we do business. In addition to our passion for safety and innovation, our culture is strengthened by our values of care, customer, collaboration and courage which connects us closer to the customers and communities we serve and makes us a great place to work. In addition to providing competitive salaries, learning & developmental opportunities and an environment built on teamwork, flexibility and respect - we also offer world-class benefits such as a matching 401K, pension plan, comprehensive health care and wellness plans for your entire family, as well as paid holidays and paid time off.

Are you ready to make your next career move to join our team as a Customer Service and Admin Team Lead?

• Do you have experience leading a team?
• Are you able to drive process changes that deliver improved customer satisfaction levels?
• Are you able to remain calm and courteous under pressure and navigate tense situations, especially during busy hours?

If you answered a resounding YES to these questions, then we have an amazing opportunity for you!

As our Customer Service and Admin Team Lead who will be responsible for:

• Oversee the workflow of the Customer Center to ensure agents have consistent support and guidance over their daily workload by providing training and feedback.
• Observe agents weekly to ensure call quality of agents
• Coordinate the team members balance the workload for breaks, lunches and meetings. Including looking at future days to ensure proper workload in each skill.
• Able to assist the agents in ensuring that calls are accurately logged and dispatched.
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Preparing reports and analyzing data to assist management as they determine future goals and strategies.

What you will need to be successful?

• Bachelor's degree in administration, Engineering or related
• At least 5 years working as a Call Center Supervisor or as a Customer Service Supervisor
• Experience in Customer Satisfaction surveys and action plans
• Excellent communication, interpersonal, and customer service skills.
• Good knowledge of Excell (pivot tables) and SAP
• Knowledge of CRM software
• Proficient in English
• Excellent organizational skills and attention to detail
• Excellent problem solving and leadership skills
• Analytical, efficient, and thorough.

We have the courage to hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because we believe diversity drives innovation:

• We value your authentic self

• Diversity, equity and inclusion is embedded in our strategy and values

• Collaborative, creative and supportive work environment

• Passionate about safety, quality and innovation

• We care about the communities where we live and work

Just some of our many benefits include:

• Competitive salary
• Flexible work schedule
• Opportunities to learn and grow
• Comprehensive health and wellness plans for the entire family
• More benefits than required by law

Come share your passion and energy to make a positive impact at KONE for our customers and your career!

*Beware of Recruitment Scams*

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.

#123IND

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.