Contact Center Supervisor

Job Description

Job Description

Job Summary

The 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

Exempt

About Us

Education at Work provides programs and services to students, employers, education and government partners to facilitate a workforce system that provides opportunity to students, well-prepared early career workers for employers, and is a critical component of creating a workforce system that meets the economic and social requirements to support thriving and prosperous communities. Our mission is to provide students with work-based learning programs that enable students to secure jobs that enable economic mobility.

AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT:

Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W’s employees to perform their job duties may result in discipline up to and including termination of employment.

THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.