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Education at Work · 4 months ago

Seasonal Call Center Supervisor

Tempe, AZ

Full-time

Onsite

Mid Level

$45K/yr - $55K/yr

3+ years exp

Education at Work is seeking a Seasonal Call Center Supervisor to manage a dynamic team of experts. This role involves coaching team members, monitoring performance metrics, and handling customer escalations while fostering a motivating team culture.

Call CenterConsultingEducationEmploymentNon ProfitOutsourcingStaffing AgencyTraining

Responsibilities

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

Qualification

Call center experienceCustomer service expertiseTeam leadershipCoaching skillsMicrosoft Office SuiteAnalytical skillsTime managementInterpersonal communicationProblem-solvingGrowth mindset