What are the responsibilities and job description for the Control-Link Call Center Manager position at Musco Lighting?
The Musco Operational Sales and Services Team is currently seeking a Control-Link Call Center Manager to work from our Oskaloosa office. This position will focus on managing a 24/7 Call Center (Control-Link) for both 2nd and 3rd shift staff and act as liaison between call center (Control-Link) management and call center operators and provide support system for customers and focus on staffing, training and, and monitoring the production of the call center team. If you are solutions-focused, detail-oriented, and a strong communicator, we look forward to hearing from you. More details about the role are below.
What you will do as a Control-Link Call Center Manager:
Musco is the global leader in sports and large area lighting solutions. We believe work should be fun – at Musco, you are part of world-class projects ranging from the London Stadium to the New Orleans Saints Mercedes-Benz Superdome to Iowa State University’s Hilton Coliseum, to major transportation hubs, to your local Little League stadium. Our Team-first culture enables us to envision, create, refine, and guarantee the best lighting systems. We are forward thinking, always striving to create the next generation of technology. A privately held company since 1976, our supportive and caring culture is based on relationships and creating value. If you’d like to work with a Team that appreciates you, and is invested in your future, Musco may be a great fit for you. Learn more about what makes us unique by reading these Des Moines Register articles: Teamwork is Key to Success at Musco Lighting; Musco Lighting Offers Opportunities to Learn & Contribute; Musco Innovation Extends Beyond Products.
What does Musco offer?
At Musco we offer opportunities for meaningful work at a company you can be proud of. That includes supporting learning through on-the-job experiences and options to develop and grow through different roles within your organization. We value our Team Members and support a work-life balance with flexibility for you to volunteer in your community, attend family activities, or to simply have time to do the things you enjoy.
In Addition, We Offer
We make a difference in your hometown and on the world stage through innovative lighting and field solutions. We do so all while working to reduce glare and protect the night sky. Musco is proud to partner with the International Dark Sky Association in offering efficient lighting solutions that help minimize light pollution. In addition, we believe helping others is a priority. If giving back is important to you, learn more about Musco’s Mini-Pitch System™ Solution in partnership with the U.S. Soccer Foundation where we’ve helped youth in underserved areas have access to more recreational opportunities.
At Musco, "We Make It Happen" and want you to be a part of it.
Join Musco where we are Team first, where possibilities come to life, and where we work on local and global solutions that matter. Together “We Make It Happen” – we invite you to apply at musco.com/careers. Stay connected with us on social media to learn more about the Musco Team.
What you will do as a Control-Link Call Center Manager:
- Supervise and coordinate activities of operators who field inbound telephone calls for lighting schedules.
- Be a resource for the call center (Control-Link) Team when they need to escalate a call.
- Establish or adjust work procedures to meet schedules.
- Recommend measures to improve methods and procedures for monitoring work activities, such as call report content, progress reports, call volume, etc. in order to communicate department status and needs to management.
- Hire, train, and develop Team ensuring that they are technically qualified to meet the needs of our customers.
- Evaluate Team performance and recommend or initiate promotions, transfers and performance improvements.
- Manages productivity based on call center metrics to ensure calls are being handled in an efficient and productive manner.
- Monitor random calls to ensure quality standards and improve quality, minimize errors and track operative performance.
- Other duties as assigned.
- College Degree preferred, minimum High School Degree with some post high school education.
- At least 5 years of experience in a call center environment to include a minimum of 3 years of experience in a supervisory role managing direct reports.
- Adept in activities of the team members supervised
- Strong coaching and team-building skills.
- Technical aptitude related to telecommunications and/or electronics.
- First-rate customer service skills incorporating a proactive approach toward Control-Link customers.
- Analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Working knowledge of Musco products and services a plus.
- Ability to manage multiple priorities, demonstrated flexibility and ability to adapt and implement change in a timely and effective manner.
- Strong working knowledge of Microsoft word and excel.
- This position requires working 2nd/3rd shift (between 3:00 p.m. – 12:00 a.m.) and “on call” 2nd tier support during early morning and weekend hours for Control-Link Operators.
Musco is the global leader in sports and large area lighting solutions. We believe work should be fun – at Musco, you are part of world-class projects ranging from the London Stadium to the New Orleans Saints Mercedes-Benz Superdome to Iowa State University’s Hilton Coliseum, to major transportation hubs, to your local Little League stadium. Our Team-first culture enables us to envision, create, refine, and guarantee the best lighting systems. We are forward thinking, always striving to create the next generation of technology. A privately held company since 1976, our supportive and caring culture is based on relationships and creating value. If you’d like to work with a Team that appreciates you, and is invested in your future, Musco may be a great fit for you. Learn more about what makes us unique by reading these Des Moines Register articles: Teamwork is Key to Success at Musco Lighting; Musco Lighting Offers Opportunities to Learn & Contribute; Musco Innovation Extends Beyond Products.
What does Musco offer?
At Musco we offer opportunities for meaningful work at a company you can be proud of. That includes supporting learning through on-the-job experiences and options to develop and grow through different roles within your organization. We value our Team Members and support a work-life balance with flexibility for you to volunteer in your community, attend family activities, or to simply have time to do the things you enjoy.
In Addition, We Offer
- Health insurance – comprehensive plans with low out-of-pocket costs
- Generous paid time off benefits
- Profit sharing – calculated based on profitability
- 4% 401K match – immediately vested
- 100% paid Team Member premiums for life insurance and short-term disability insurance
We make a difference in your hometown and on the world stage through innovative lighting and field solutions. We do so all while working to reduce glare and protect the night sky. Musco is proud to partner with the International Dark Sky Association in offering efficient lighting solutions that help minimize light pollution. In addition, we believe helping others is a priority. If giving back is important to you, learn more about Musco’s Mini-Pitch System™ Solution in partnership with the U.S. Soccer Foundation where we’ve helped youth in underserved areas have access to more recreational opportunities.
At Musco, "We Make It Happen" and want you to be a part of it.
Join Musco where we are Team first, where possibilities come to life, and where we work on local and global solutions that matter. Together “We Make It Happen” – we invite you to apply at musco.com/careers. Stay connected with us on social media to learn more about the Musco Team.
