Supervisor Call Center

Title: Supervisor Call Center

Location: USA
Categories: Media / Publishing Education/Higher Education
Job Description:

Customer Experience Supervisor

This is a highly visible and critical role at Pearson interacting with VP level management. This role is key in shaping our brand image and helps increase customer loyalty. This is not your average customer support supervisor role we are looking for someone that is passionate about delivering on expectations, as well as building and leading teams that provide unforgettable positive customer experiences.

As a Customer Experience Supervisor, you will be responsible for managing operational excellence supporting and leading our customer experience team. Moreover, you will be supporting our customers (psychologists, private clinicians, department heads, school administrators, principals, secretaries, and Pearson internal employees). This role is to manage the day-to-day of support and some escalations in order to maximize quality of service, costs and operational performance.

This person will serve as the owner for support delivery for assigned teams and have full responsibility and accountability for managing the day-to-day operations. The primary responsibilities will include fostering, managing, building and leading a team. This team is responsible for inbound/ outbound customer inquires, invoicing, quotes, upselling, cross selling, collaborating with sales and other internal colleagues, lead management, and renewals.

In this position, you will play a key role in driving and optimizing the integration of business processes and support services in an effort to drive customer experience, satisfaction, retention and loyalty. This individual will own the Support Delivery for steady state business, product releases, business changes, support model optimization, new tools/technologies landing with successful business outcomes, and operational initiatives — all while playing a pivotal role in sharing best practices in service strategy initiatives across the organization.

Essential responsibilities and deliverables

Function Specific

• Hire, develop, mentor, coach to behaviors, and supervise customer experience team members.
• Provide coaching and development based on statistical data and KPI’s.
• Has thorough knowledge of the Clinical Assessment products/services
• Exercises independent judgment in methods, problem solving, techniques and evaluation criteria for obtaining results
• Experience leading high performing, metric driven, and accountable remote teams
• Excels in strategic thinking, ability to anticipate obstacles and develop proactive solutions, drive for results through execution and attention to detail
• Ability to drive consistency and change in a complex environment.
• Maintain metrics associated with phones, service level agreement & customer experience
• High degree of daily hands on coaching one on one to assist with the improvement of behaviors that align with business objectives
• Collaborate and present to Senior leaders regarding performance, areas of opportunity, support, and provide business updates

Measure of Performance

• Achieves monthly, quarterly, and annual objectives
• Adherence to KPI’s
• Demonstrated leadership and quickly being a key piece of the sales organization
• Team recruitment, retention, training and competency to goals
• Preparation and presentation of results weekly, monthly and quarterly
• Ability to consistently meet or exceed expectations
• Performance adherence and performance management

Qualifications

• HS diploma, Bachelor‘s Degree preferred
• 3 years+ supervisory experience in contact center environment preferred
• 2 years + customer escalation experience preferred
• Strong presentation, account development and leadership skills are necessary to motivate sales staff
• Outstanding communication skills both verbal and written
• High degree of accountability and agility
• A commitment to excellence and service are paramount
• Experience working in a fast-paced high-volume environment
• Computer skills with MS Office and CRM database and presentation software
• Demonstrated exceptional analytical skills, in conjunction with a structured, systematic approach to problem solving

Other Qualifications

• Ability to quickly assess call center performance issues to identify drivers and formulate action plans
• Ability to organize and work under pressure with quick turnaround on results while juggling multiple tasks and issues
• Proven excellent organizational and time management skills with the ability to meet multiple deadlines
• Exceptional verbal and written communication skills. Must be able to communicate clearly, thoroughly, and professionally even when under stress and maintain composure at all times
• Strong presentation skills. Able to speak in front of large groups and to all levels of management
• Demonstrate proficiency of Google and Microsoft Office suite of products and web browsers
• Flexibility and being able to adapt to the changing priorities within the support organization are required for success
• Ability to work extended hours as needed especially during migrations and/or peak periods
• Provide subject matter expertise and support to co-workers regarding system questions, product knowledge, and escalations.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

The minimum full-time salary range is between $64,000 – $65,000.

Schedule: FULL-TIME

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