Summary:

The Supervisor, IOT Support will lead the 'internet of things' (IOT) team at our Consumer Services Contact Center. The position will also act as contact back up and resolution support to IOT associates who are handling customer issues. The incumbent will act as the IOT subject matter expert on Moen's Consumer Services team.

Job Description:

Responsibilities

• Guide, mentor, and oversee performance results of Moen's IOT team.
• Ensure appropriate staffing levels through forecast planning to include hiring, training, service evaluating, disciplinary actions, mentoring, coaching, succession planning, dismissing, and other actions as required.
• Assist team with phone calls, emails, ticket processing and shift coverage.
• Resolve elevated customer connectivity, WIFI, networking and App support issues through phone and email queues for Moen's IOT products in a call center environment.
• Serve as an IT and leadership liaison for IOT support inquires.
• Primary contributor to the Moen technical support product training and processes development.
• Oversee the team's 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 the 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 that target professional growth for self and your direct reports.
• Respond to special assignments and added responsibilities as required.

Qualifications

• Bachelor's degree with a minimum of 4 years of experience in a technical support call center, field service environment and/or customer service role to include experience troubleshooting routers and wifi, smart home devices, IOT and app enabled devices is required.
• In lieu of a degree, an Associate's degree with a minimum of 6 years of experience in a technical support call center, field service environment and/or other customer service role to include experience troubleshooting routers and wifi, smart home devices, IOT and app enabled devices is required.
• Comprehensive knowledge of information technology systems comprised of personal computer hardware, Microsoft Windows operating system, Microsoft Office Professional including Office, Power point and Excel.
• Prior supervisory experience is preferred.
• Experience supporting a process driven culture.
• Strong knowledge of smart phone and smart home technologies including Apple and Android apps and digital voice assistants.
• Excellent organization skills, with the ability to prioritize work in a triage format, multi-task effectively and simultaneously.
• Above average skills in written and verbal business communications as well as the ability to work independently and communicate with employees at all levels.
• Proven consistency in role model behavior and composure both on the front lines as well as behind the scenes.
• Effective change manager; promoting creativity and innovation.
• Skilled in interpersonal communications and business negotiations.
• Must be able to work scheduled shifts. Call center hours are M-F 8a-7:30p; this position will be expected to work rotating shifts.