Full-Time Supervisor, Smart Home Support

Supervisor, Smart Home Consumer Services will lead the Smart Home team at our Consumer Services Contact Center.

Position will act as Tier 3 contact back up and resolution support to Smart Home associates handling customer issues.

Incumbent will act as the smart home subject matter expert on Moen’s Consumer Services team.

Responsible for managing direct reports and will report to Manager, Smart Home Consumer Services.

Remote role. Must work scheduled shifts. Call center hours are M-F 8a-7p EST and Saturday 9:30a-6p EST. Rotating and on-call shifts expected. Call center hours subject to change.

Responsibilities:

• Guide, mentor, and oversee performance results for a team of Moen’s smart home team members.
• Ensure appropriate staffing levels through forecast planning, including hiring, training, service evaluation, disciplinary actions, mentoring, coaching, succession planning, dismissing, and other required actions.
• Resolve elevated customer connectivity, WIFI, networking, and App support issues for Moen’s smart home products in a call center environment.
• Oversee team achievement of strategic initiatives; incorporate new business, determine business drivers, reduce per transaction cost, and increase efficiencies.
• Initiate process improvements, adhere to formal processes, and deploy proper business standards.
• Manage and regularly review team for full compliance of all audit requirements, formal processes, and departmental and Moen Inc. procedures.
• Embrace, foster, and participate in training and educational opportunities targeting professional growth for self and direct reports.
• Respond to special assignments and added responsibilities as required.

Basic Qualifications:

• Bachelor’s degree required. Or 4 years of related experience in lieu of degree.
• Minimum of 3 years of experience (including supervisory experience). Prior call center experience preferred.
• Experienced with supporting a process-driven culture.
• Proficient PC skills with emphasis on MS Office suite (Word, PowerPoint, Excel).
• Strong working knowledge of Contact Center tools, terminology, and trends.
• Comprehensive knowledge of information technology systems (PC hardware, Microsoft Windows, Microsoft Office).
• Strong knowledge of smart phone and smart home technologies (Apple and Android apps, digital voice assistants).
• Previous work experience with networking (troubleshooting routers and WIFI) required.
• Above average written and verbal business communication skills, ability to work independently, and communicate with employees at all levels.
• Proven consistency in role model behavior and composure.
• Effective change manager; promoting creativity and innovation.
• Skilled in interpersonal communications and business negotiations.
• Good organizational skills, proven ability to multitask, and ability to function in a fast-paced environment.
• Flexible in hours and days worked.

Salary: $55,000 USD - $84,000 USD. Actual salary may vary.

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