Call Center Representative

• Responsible for leading and managing a team of 20-30 Tax Specialist student agents supporting Intuit TurboTax Live and specializing in handling customer service inquiries.
• Assist Tax Specialists in advocating for customers by identifying their needs and guiding them to appropriate resources.
• Monitor and coach student agents and provide specific feedback to help them meet performance requirements, including quality, productivity, attendance, compliance, and disciplinary issues.
• Administer day-to-day schedules and attendance for your team of Tax Specialists.
• Coach and develop direct reports to meet and exceed call center goals.
• Resolve escalated customer concerns to determine appropriate action, balancing superior service with fiscal responsibility.
• Conduct staff meetings & coaching sessions to ensure effective communication and to issue feedback and coaching to Tax Specialists.
• Exhibit exceptional time management, organization, and prioritization skills.
• Timecard and payroll management.
• Maintain excellent working knowledge of company policies and procedures.
• Ability to work both independently and in a team setting within a fast-paced environment.
• Flexibility to work both AM and PM shifts and weekends, including some holidays.
• All other duties as directed by management.

Seasonal Call Center Supervisor

Call Center Supervisor