Unit Manager - Customer Monitoring Center

Build your best future with the Johnson Controls team 

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! 

What we offer

• Competitive salary 

• Paid vacation/holidays/sick time - 15 days of vacation first year

• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

• Extensive product and on the job/cross training opportunities With outstanding resources

• Encouraging and collaborative team environment

• Dedication to safety through our Zero Harm policy

• Check us out:  https://youtu.be/pdZMNrDJviY

What you will do:

The Senior Unit Manager will lead and manage the daily operations of the Customer Care and Monitoring operations. This will include serving as the primary on-site leader for the facility, responsible for; management of call intake, alarm signal processing, special operations, and all facility related matters on 24x7, 365 basis. This position will be responsible for building and directing an effective team of people leaders thru coaching, development and mentorship. Develop and executive strategic plan in order to drive results. Lead special projects as assigned by national or corporate teams.

What you will do:

• Build, coach and mentor members of staff at all levels

• Work with property management supplier as needed for facility related matters

• Maintain a safe work environment

• Provide direct reports with performance feedback

• Develop strategic ideas for operational changes on a regular basis to identify areas of continuous improvement

• Partner with Talent Acquisition in order to keep all areas of the business staffed with position vacancies filled in a timely manner.

• Provide corrective feedback to team member as necessary.

• Identify, develop and support the coordination of training programs as needed for all areas of the business.

• Serve as the primary liaison and leader for off-site and third-party relationships where JCI staffs a customer GSOC

What we look for:

Required:

• Minimum of 5 years of supervisory experience leading teams in a multi-functional environment

• Minimum of 4 years of operations, process, or project management experience

• At least 5 years of progressive call center experience is required

• Business acumen

• Managing diverse teams

• Hiring and staffing in a call center environment

• Strong customer focus

• Managerial courage

• Strong interpersonal skills

• Ability to perform multi-tasks

• Strong coaching and development skills

• Ability to exercise sound, independent judgment

• Effective communication skills, both oral and written

• Effective leadership skills – ability to lead by JCI Values

• Must possess excellent organizational and analytical skills

• Has successfully demonstrated the ability to motivate others

• Ability to interpret and analyze data to effectively implement strategic plans

• Has successfully demonstrated the ability to perform and provide results in a fast paced, team-oriented environment

• Must possess career ambition

• Creative/solution oriented

• Must be able to obtain a dispatching license

• May be required to complete a leadership assessment

• Where legally permissible, if hired, candidate is required to be fully vaccinated against Covid-19 no later than his/her start date, unless candidate has a valid medical condition or sincerely held religious belief precluding he/sh