Seasonal Call Center Supervisor
Education at Work
Seasonal Call Center Supervisor
Education at Work
full-time
Posted on:
Location Type: Office
Location: Salt Lake City • Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $45,000 - $55,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 3+ years of experience in a call center or customer service role.
- 2+ years of leadership experience.
- College degree is a plus but not required.
- Experience in handling customer escalations while providing excellent customer service to clients.
- Demonstrated ability to monitor, coach, and provide effective feedback to agents to meet performance requirements, including quality, productivity, attendance, compliance, and corrective discipline.
- High level of integrity and professionalism in dealing with confidential information.
- Strong computer skills & proficiency in Microsoft suite of products.
- Strong analytical and problem-solving skills.
- Excellent written, verbal, and interpersonal skills with proven results in leading a team of agents successfully.
- Ability to multi-task and perform in a fast-paced environment.
- Embrace feedback and approach work with a “growth” mindset.
- Must have (or be willing to obtain) a dedicated hardwired internet connection that meets Intuit security criteria.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecall center managementperformance monitoringcoachingfeedback provisiontime managementpayroll managementanalytical skillsproblem-solving
Soft skills
leadershiporganizationprioritizationinterpersonal skillscommunication skillsflexibilityindependenceteamworkgrowth mindsetintegrity
