Call Center Representative

• Lead and manage a team of 20-25 student call center agents specializing in customer service inquiries.
• Conduct routine 1:1 coaching session(s) to provide feedback to meet performance metrics, including quality, productivity, attendance, compliance, and disciplinary issues.
• Ensure continuous learning training modules are complete before announced deadlines.
• Identify training opportunities and/or knowledge skill gaps amongst the team and collaborate with other department leaders as needed to improve agent performance.
• Review daily and weekly agent scheduling to monitor agent’s weekly schedule adherence and provide feedback to WFM as requested.
• Review agent’s daily attendance for occurrences and/or occurrence discrepancies.
• Review agent timecards for accuracy, make time punch corrections as needed, and approve payroll before announced deadline.
• Partner with Workforce Management and Operations Managers to ensure efficient agent scheduling and/or leadership support coverage.
• Uphold EAW and Intuit’s policies, standards, and compliance requirements.
• Manage attendance, adherence, and behavioral expectations using EAW’s progressive corrective action model, when necessary.
• Foster an inclusive and engaging team culture that balances accountability with recognition.
• Escalate client concerns, systemic issues, and process improvements to Operations Leadership.
• Serve as a key point of contact between agents, leadership, and clients, to help ensure alignment of goals and expectations.
• Attend weekly and monthly business reviews to share valuable insight into agent performance with client and better understand client’s performance expectations.
• Maintain excellent knowledge of company policies and procedures to assist agents with difficult customer concerns via slack and/or individual coaching sessions.
• Resolve escalated customer concerns, balancing superior service with fiscal responsibility.
• Perform other duties as directed by management.

Call Center Supervisor

Senior Call Center Manager