Contact Center Supervisor - Education At Work
View Company Profile- Job Title
- Contact Center Supervisor
- Job Location
- Tempe, AZ
- Job Description
- Job SummaryThe Supervisor manages a dynamic team of experts, coaches experts to perform at the highest levels, monitors/takes action on real time adherence for their team and handles customer escalations. This role is pivotal in monitoring quality assurance, training, and managing schedules and attendance, while fostering motivation and maintaining company culture.Responsibilities
- Lead and manage a team of 20-25 student call center agents specializing in customer service inquiries.
- Advocate for customers by identifying their needs and guiding them to appropriate resources.
- Monitor, coach, and provide feedback to meet performance metrics, including quality, productivity, attendance, compliance, and disciplinary issues.
- Identify training requirements and skill gaps among the agent team.
- Administer daily schedules and attendance for the agent team.
- Coach and develop direct reports to exceed call center goals.
- Resolve escalated customer concerns, balancing superior service with fiscal responsibility.
- Conduct staff meetings and coaching sessions to ensure effective communication.
- Manage timecards and payroll in ADP.
- Ensure customers receive an exceptional experience at the end of each transaction.
- Maintain excellent knowledge of company policies and procedures.
- Exhibit exceptional time management, organization, and prioritization skills.
- Work independently and in a team setting within a fast-paced environment.
- Flexibility to work both AM and PM shifts, including some holidays.
- Perform other duties as directed by management.
Behavioral Competencies- Maintain a high level of integrity and professionalism in handling confidential information.
- Proven success in leading a team of agents.
- Ability to multi-task and perform in a fast-paced environment.
- Embrace feedback and approach work with a growth mindset.
Basic Qualifications- Bachelor’s or associate degree preferred.
- 3 years of experience in a call center or customer service role.
- Experience handling customer escalations and providing excellent customer service.
- Ability to monitor, coach, and provide effective feedback to agents to meet performance metrics.
- Strong computer skills and proficiency in Microsoft Office Suite.
- Strong analytical and problem-solving skills.
- Excellent written, verbal, and interpersonal communication skills.
Compensation/Benefits- Competitive Salary
- 401K
- Paid time off
- Full Benefits
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Education At Work Company Size
Between 500 - 2,000 employees
Education At Work Founded Year
2012
Education At Work Total Amount Raised
$4,500,000