Contact Center Supervisor

Kimball Midwest, a national distributor of maintenance, repair, and operation products, is searching for a Contact Center Supervisor for our Columbus, Ohio location.

As a Kimball Midwest associate, you will experience why we have been recognized as one of the Top Workplaces in Columbus Thirteen years in a row! Our sales revenue growth is dynamic, increasing from $1 million in 1983 to over $500 million today. Throughout all our growth we have kept the family-owned and operated culture alive. At Kimball Midwest, you are a name and not a number and we pride ourselves on our unique culture.

Role Summary
Lead a contact center team dedicated to delivering exceptional customer service and ensuring every customer interaction aligns with company standards. Foster a positive, growth-focused environment where team members are supported, empowered, and equipped to perform at their best. Drive continuous improvement by implementing innovative solutions and industry best practices, consistently meeting-and exceeding-operational and performance goals.

Responsibilities

• Responsible for managing the Contact Center team and ensuring standards of performance are upheld to achieve company objectives
• Performs timely and accurate performance evaluations
• Manages, tracks, and addresses any attendance or performance issues for direct reports
• Collaborates with the Contact Center and Department Trainers for successful new hires onboarding and continues staff training
• Assists with evaluating call quality and customer experience.
• Assists with coordinating documents for the department month-end report pertaining to Contact Center metrics
• Assist in achieving annual corporate plan initiatives for the Contact Center, including D365 CE.
• Ensures the Contact Center team completes monthly call tracking
• Responds to all voicemails, Team messages, and emails received during work hours the same day
• Communicates the expectations of the department manager and company accurately and consistently to all associates

Qualifications

• Bachelor's degree in a relevant field or equivalent work experience
• 3+ years' experience in customer service, administrative services, or a similar role, preferably in a team lead or supervisor role
• Proficiency in Microsoft Office applications (Excel, Word, AX, PowerPoint, etc.)
• Strong knowledge of the Kimball Midwest product line and sales program
• The ability to read and write small letters and numbers; the ability to make arithmetic calculations; and the ability to understand and follow written and oral instructions
• The successful completion of a ninety (90) day orientation period
• The execution of an Employment Agreement

Additional Information

Hours- Monday- Friday 8:30am-5:00pm

*This role is on-site

We offer a benefits package that includes health, dental and vision insurance, company sponsored life, optional life and disability insurance, Health Savings Accounts and Flexible Spending Accounts, a 401(k) plus match, Tuition Assistance, Paid Parental Leave, Paid Time Off (PTO), a Dress for your Day dress code and paid holidays.

Kimball Midwest is an equal opportunity employer that is committed to a program of recruitment of females, minority group members, individuals with disabilities, qualifying veterans and any other classification that is protected by federal, state, or local law.

We Participate in E-Verify. Participamos en E-Verify.