Overview
Mr. Jenkins Told Me You’re the Kind of Leader That Inspires!
You love guiding and developing teams, you’re not afraid to make decisions, love building relationships and hungry to learn to best support others.
How would you like to be our Contact Center Manager?
Your Role
As Contact Center Manager:
- You’ll lead and drive a vision for a memorable customer experience. It’s important that each customer knows how much they mean to us. You’ll play a vital role in guiding the contact center team toward creating an experience customers will wanna tell their family about!
- You’ll guide and develop the contact center team. As manager, you’ll help your team with decisions that will make a difference for the business and our customers!
- You’ll lead the team to meet KPIs. You’re great at keeping track of goals and coming up with processes to reach them.
- You’ll coach and develop the Contact Center team. This includes the supervisors and Contact Center employees!
- You’ll work closely with other departments in the office. The Contact Center impacts each department in different ways, and it’s important to make sure all lines of communication are open and clear.
- You’ll foster a positive work environment. We believe in celebrating achievements here!
- You’ll evaluate processes and procedures. This includes reviewing Contact Center Representatives’ calls to provide feedback for improvement and development.
- You’ll address concerns on the team. Whether it’s an issue with performance or behavior, or something as routine as one-on-one training, you’ll be the one to lead the way!
- You'll make $80,000-$90,000/yr The opportunity to earn KPI's when meeting goals!
Responsibilities
Some Highlights of the Job
Wanna know what makes this job special? The list is endless, but we’ve got a few favorites:
- You’ll have the opportunity to make impactful decisions and develop a strong team—you’re going to make a difference!
- You’ll work with a close-knit team that knows how to have fun and hit their goals. Our Contact Center is pretty competitive (in a fun way!). They even have a running competition with the HVAC technicians that involves a trophy!
Morris-Jenkins won Top Workplace USA 2021 and 2023!
The people at Morris-Jenkins are so happy here, they even voted us for Top Workplace USA in 2021 and 2023, and the Charlotte Observer’s “Top Workplace” award in 2016, 2018, 2019, 2020, and 2022! We have HUGE company breakfasts, fiestas, contests, and more!
All About YOU
You’ve read the description, and you’re getting excited, aren’t you? After all, this job is a perfect fit for you! Wanna know how we know?
- You’re an energetic leader who loves exciting environments. You get a rush from a fast-paced environment. And you love interacting with people!
- You have experience motivating teams. Sometimes, answering a lot of calls can feel a bit routine, but you know how to inspire our Contact Center Representatives to make each call a one-of-a-kind customer experience!
- You’re great at developing teams. You love coaching and leading, and nothing brings you greater joy than seeing someone get that “lightbulb moment!”
- You’ve been a supervisor/manager before. You’ve got at least three years of experience managing a team.
Our Contact Center is full of incredible people, and they need an incredible leader.
Sound like shoes you can fill?
Submit your application online today!
Qualifications
Morris-Jenkins is located in Charlotte, North Carolina. We proudly serve the following cities: Ballantyne, Belmont, Charlotte, Clover, Concord, Cornelius, Davidson, Denver, Fort Mill, Gastonia, Huntersville, Indian Trail, Kannapolis, Lake Norman, Matthews, Mint Hill, Monroe, Mooresville, Mount Holly, Pineville, Rock Hill, and Waxhaw. Charlotte is located in Mecklenburg County, but Morris-Jenkins also services Gaston county, Cabarrus county, Rowan county, Union county, Iredell county, and York county (South Carolina).
The Super-Fun HR Stuff
Minimum Qualifications:
- At least three (3) years of supervisory/management experience
- Proven leadership success - A demonstrated ability to lead by example, while developing & motivating a team to achieve goals
- Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
- Advanced proficiency with Microsoft Office including Word, Excel, Outlook, & PowerPoint
- Ability to write reports, business and interoffice correspondence professionally
- Demonstrated organizational and time management skills
- Outstanding customer orientation (friendly, courteous, helpful)
- Prior success in quickly building rapport and diffusing difficult situations through exceptional interpersonal & communication skills
- Alignment & commitment to company values (honesty, integrity, fairness, and respect)
- Ability to fluently speak, read, and write in the English language
- High School diploma or GED equivalent
Preferred Qualifications:
- Additional years of supervisory/management experience in a contact center environment
- HVAC and/or Service industry background
Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.