Call Center Supervisor
Education at Work
Call Center Supervisor
Education at Work
full-time
Posted on:
Location Type: Office
Location: Tempe • Arizona • 🇺🇸 United States
Visit company websiteSalary
💰 $45,000 - $55,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Bachelor’s or associate degree required.
- 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.
- High level of integrity and professionalism in handling confidential information.
- Strong computer skills and proficiency in Microsoft Office Suite.
- Strong analytical and problem-solving skills.
- Exhibit exceptional time management, organization, and prioritization skills.
- Ability to work independently and in a team setting within a fast-paced environment.
- Excellent written, verbal, and interpersonal communication skills.
- 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.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceperformance metricscoachingtime managementanalytical skillsproblem-solvingschedulingpayroll managementescalation handlingMicrosoft Office Suite
Soft skills
leadershipcommunicationorganizationteamworkintegrityprofessionalismfeedback acceptancegrowth mindsetinclusivityaccountability
Certifications
Bachelor's degreeAssociate degree
