Supervisor, Smart Home Support

Company Description

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here

Job Description

The Supervisor, Smart Home Consumer Services will lead the Smart Home team at our Consumer Services Contact Center. The position will also act as Tier 3 contact back up and resolution support to Smart Home associates who are handling customer issues. The incumbent will act as the smart home subject matter expert on Moen’s Consumer Services team. This position will be responsible for managing direct reports and will report to Manager, Smart Home Consumer Services.

This is a remote role. Must be able to work scheduled shifts. Call center hours are M-F 8a-7p EST and Saturday 9:30a-6p EST; this position will be expected to work rotating and on call shifts. Call center hours subject to change.

RESPONSIBLIITIES:

• Guide, mentor, and oversee performance results for a team of Moen’s smart home team members.
• 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.
• Resolve elevated customer connectivity, WIFI, networking and App support issues through all contacts for Moen’s smart home products in a call center environment.
• 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

BASIC QUALIFICATIONS:  

• Bachelor’s degree is required. In lieu of a degree, must possess an additional 4 years of related experience.
• Minimum of 3 years of experience (to include supervisory experience) is required; prior experience in a call center is preferred.
• Experienced with supporting a process driven culture.
• Proficient PC skills with an emphasis on MS Office suite including MS Word, PowerPoint and Excel.
• Strong working knowledge of Contact Center tools, terminology and trends.
• Comprehensive knowledge of information technology systems comprised of personal computer hardware, Microsoft Windows operating system, Microsoft Office Professional including Office, Power point and Excel.
• Strong knowledge of smart phone and smart home technologies including Apple and Android apps and digital voice assistants.
• Previous work experience with networking including troubleshooting routers and WIFI is required.
• 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.
• Good organizational skills, proven ability to multitask and ability to function in a fast paced environment.
• Must be flexible in hours and days to be worked.

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $55,000 USD - $84,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will parti