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Founded in 1910 , KONE (https://www.kone.com/en/) is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world’s cities better places to live by providing innovative solutions that help make people’s journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability (https://www.kone.com/en/sustainability/) leader with repeated recognitions by Forbes (https://www.forbes.com/companies/kone/?sh=3dd0aa0b7d27) , Corporate Knights for clean capitalism and others.

Are you ready to make your next career move to join our team as our Customer Care Center Manager  for KONE Americas in KONE Moline, IL ?

• Do you enjoy continuously seeking ways to enhance customer experiences, while developing and implementing strategies to improve team performance?

• Does managing people related processes (including talent development, staffing, compensation, and performance management) motivate you?

• Do you thrive in areas where you develop and maintain customer service policies and procedures?

• Are you skillful in identifying opportunities for process improvements and implement best practices?

• Do you demonstrate a passion for quality and results?

• Are you committed to promoting a safety culture in your team?

If you answered a resounding YES to these questions, then we have an amazing opportunity for you!

Location of position: Moline, IL.

As our Customer Care Center Manager, you will successfully analyze, problem-solve and collaborate to ensure that objectives are completed by performing the required duties while working with your customers and colleagues. Your mission is to promote a positive culture by accomplishing safety and quality goals to achieve customer satisfaction and profitable business results.

You will bring 2+ years of progressive and successful budget experience including forecasting, developing, and managing expenses to KONE. You will use the knowledge gained through your bachelor’s degree in business, related field, or equivalent 7+ years similar work experience.

Hiring requirements

• Proven experience in managing a call center or customer service team, preferably in a 24/7 environment, or equivalent management experience.

• 2+ years of budget experience including forecasting, developing and managing expenses.

• Strong leadership and interpersonal skills.

• Excellent communication skills, both written and verbal.

• Strong problem-solving and conflict resolution skills.

• Proven ability to coach, train and motivate team members

• Strong Customer management skills.

• Proficiency in call center software and technologies.

• Comprehensive call center knowledge.

• Ability to work flexible hours, including nights, weekends, and holidays.

• English, French Canadian is a plus.

At KONE, we foster an innovative and collaborative culture, valuing each individual's contribution. Employee engagement and sustainability are key focuses, promoting ethical practices and mutual respect. We're proud to offer experiences and opportunities to help you achieve career and personal goals while maintaining a healthy work-life balance.

We hire individuals who value culture because we believe culture drives innovation (https://www.kone.com/en/sustainability/diversity-equity-and-inclusion/) .

• We value your authentic self.

• Collaborative, creative, and supportive work environment.

• Passionate about safety, quality, and innovation

• We care about the communities where we live and work.

Just some of our many benefits include:

• Competitive salary

• Flexible work schedule

• Opportunities to learn and grow

• 401K Employer Match

• 401k Employer Non-elective Contribution

• Well-being Program

• Medical, Prescription, Dental and Vision Insurance

• Digital Health Solutions & Telehealth

• Health Savings Account (HSA)

• Flexible Spending Accounts (FSAs)

• Employee Family Assistance Program (EFAP)

• Family & Medical Leave

• Parental Leave

• Leave to Care for a Domestic Partner

• Paid Time Off & Holidays

• Company Paid Life and AD&D Insurance

• Supplemental Life and AD&D Insurance

• Company Paid Short-term and Long-term Disability

• Buy-Up Long-term Disability

• Critical Illness Insurance

• Hospital Indemnity & Accident Insurance

• Identity Theft Protection

• Legal Insurance

• KONE Credit Union

• Tuition Reimbursement

• Commuter Benefits

Annual Base Pay Range:

The hiring range for this role is $115,800.00 – $130,230.00 USD. The compensation package offered will depend on their ability to meet the requirements of the role and a range of factors unique to each candidate, including their skill set, years and depth of experience, certifications, and location.

Variable Compensation

KONE Annual Bonus plan (60/40) with a target of 15% based on achievement of company goals and individual goals.

Come share your passion and energy to make a positive impact at KONE for our customers and your career (https://kone.wd3.myworkdayjobs.com/en-US/Careers) !

Beware of Recruitment Scams (https://www.kone.us/about-us/careers/)

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Read more on www.kone.com/careers

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers

Did you know KONE moves two billion people every day? As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in more than 60 countries worldwide joined together by a shared purpose, to shape the future of cities. In 2023, we had annual net sales of EUR 11.0 billion.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.