Honeywell Contact Center Manager in Louisville, Kentucky

Contact Center Manager

Driving Infinite Possibilities Within A Diversified, Global Organization

Oversees our Systems Pre-Sales Design Team, Central Sales Group, Outbound Telesales and other remote customer support staff in ADI’s “World Class Support Center” based in Louisville, KY. Has primary responsibility over staff hiring, training, and development including inbound and outbound customer contact resolution and maintaining customer experience metrics in all areas of contact. You will apply your leadership skills to improve team performance. Responsible for interfacing with multiple key vendors and coordinating training for these teams. You will ensure engagement in new opportunities for sales growth.

You will liaise with multiple teams within ADI to help prevent and resolve customer problems. You will drive and improve metric reporting procedures and own financial metrics, targets and budgets. You will lead quick and effective closure of any improvement opportunities. This position will also

closely partner and collaborate with internal IVR, desktop tools and support teams as well as numerous external teams across the business. The Contact Center Manager is also directly responsible for delivering all approved programs/projects and work requests on time, within budget with required business functionality and ROI. Additionally, this position will be responsible for assisting with and directing all contact center system integrations including voice recording and analytics (Avaya), workforce management, Voice call back.

Drive business growth by enabling and leading a highly-effective Contact Center team with significant growth opportunities for staff growth in the next 2 to 3 years. Help ADI Global Distribution be the customer's top choice by improving upon the Sales function & Customer Experience. Using your knowledge in achieving sales budget for outbound Telesales and CSAT/NPS metrics for company,

first-call resolution and other standard industry contact center KPI’s.

20 Lead Sales Team Activities

20 Develop And Report Performance Metrics

20 Develop and Oversee Sales Team

20 Lead Continuous Improvement Projects

20 Train and Mentor Sales Team

YOU MUST HAVE

  • High School Diploma
WE VALUE
  • Experience running large, high performance Contact Center
  • Strong technical acumen
  • Bachelor's degree preferred
  • Knowledge of key sales concepts, practices, and procedures
  • Contact Center management
  • Excellent communication skills
  • Demonstrated ability to influence at varying levels across the organization
  • Demonstrated ability to operate independently
  • Ability to use experience to appropriately apply the established standards
  • Demonstrated ability to effectively manage a team

Exempt How Honeywell is Connecting the World

INCLUDES
  • 1st Shift
  • Continued Professional Development
  • Relocation Provided
ADDITIONAL INFORMATION
  • Job ID: HRD24055
  • Category: Sales
  • Location: 2700 Blankenbaker Pkwy, Louisville, KY 40299 USA

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

For more information on applicable equal employment regulations, refer to the EEO is the Law poster .

Please refer to the EEO is the Law Supplement Poster & the Pay Transparency Policy .

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