Supervisor, Smart Home Support

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.