Now Hiring - Education at Work, Inc. - Nonprofit And Ngo Call Center Supervisor in Salt Lake City, UT

Full description of the position

Education at Work is an innovative, mission driven business process outsourcing (BPO) company putting college students at the forefront of our unique business model. As a rapidly growing company with a start-up mindset, we are committed to fostering a collaborative environment and entrepreneurial culture which values and progresses out of the box thinkers and savvy problem solvers.

The Call Center Supervisor leads a dynamic team of contact center agents on a day-to-day basis. This role is responsible for monitoring quality assurance daily, training, and ensuring the team’s schedule and attendance are kept organized. This role is critical for ensuring that his/her team is consistently motivated, well trained, effectively coached, and has high job performance in a technical environment. This role is a true driver of his/her team's success and a leader in company culture.

Ifyou love the pursuit of excellence and are inspired by empowering a student-centered culture to ensure Educational at Work’s BOLD values are not only at the core of day-to-day operations, but embraced by the leadership team, we invite you to learn more about Education at Work – Operations, and the value we deliver to our customers and partners. We offer unique opportunities to work on interesting projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work.

Responsibilities:

• Responsible for leading and managing a team of 20-25 student call center agents, specialized in handling customer service inquiries.
• Monitor, coach, and provide specific feedback to meet performance requirements, including quality, productivity, attendance, compliance and related disciplinary issues.
• Identify training requirements and any skill gaps of Education at Work’s agent team.
• Administer day to day schedules and attendance for the agent team.
• Ability to 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 that all employees are kept in the communication loop.
• Timecard and payroll management in ADP Ensures customers are receiving an exceptional experience at the conclusion of each transaction.
• Maintain excellent working knowledge of company policies and procedures.
• Exceptional time management, organization and prioritization skills to complete work in a timely manner.
• Ability to work both independent and in a team setting within a face-paced environment.
• Position will require both A.M. and P.M. flexibility, as well some holidays.

Qualifications

• High school diploma or equivalent.
• 3 - 5 years of experience in a call center and/or customer service industry, with at least 2 years of demonstrated experience in a lead or supervisor role (experience working with high school/college student demographic is preferred).
• 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 & Proficient in Microsoft Suite of Programs 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.
• Embraces feedback and approaches work with a “growth” mindset.
• Model Education at Work’s BOLD values as a leader with a positive outlook and tenacious demeanor for our student employee demographic.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Salt Lake City, UT 84101: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Work Location: One location