• Job Description

  Req#: 1077
  Do you lead with empathy, drive performance with purpose, and bring out the best in your teams? Pearl Interactive Network is seeking accomplished Call Center Supervisors (CCSs) to join our Talent Community in preparation for future operations.
  
  If you're an experienced contact center leader with a passion for coaching, accountability, and service excellence, we want to stay connected.
  
  The Call Center Supervisor (CCS) is responsible for providing supervision and leadership to Customer Service Representatives (CSRs), to meet program objectives and customer service level agreements.
  
  Operating Hours: 8 am - 8 pm EST Monday-Friday
  
  Technical Equipment and Remote Office Requirements:
  
  1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
  2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
  3. Private and secure workspace within your home. Away from noise and distractions.
  4. Computer equipment, monitor, and headset provided.
  
  Essential Duties and Responsibilities:
  
  • Supervise, develop, and coach CSRs to ensure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
  • Perform tasks to ensure service level requirements are met.
  • Ensure agents understand and comply with all call center objectives, key performance standards, and policies.
  • Answer agent questions regarding best practices or difficult calls.
  • Assume leadership responsibility for departmental tasks and call center activities as required.
  • Create and deliver employee coaching.
  • Provide departmental leadership and works closely with Customer Service Representatives.
  • Participate in interviewing and the hiring process.
  • Support and enforce call center expectations as well as departmental and corporate policies and procedures.
  • Make recommendations to management for disciplinary actions up to termination.
  • Look for trends or issues within the call center based on the key performance indicators and suggests and implements process improvements and enhancements through various methods of approval.
  • Communicate pertinent program updates in a timely manner.
  • Promote a positive team-oriented and employee participative culture.
  • Participate in programs to recognize and reward quality performance.
  • Perform other related tasks as assigned.
  
  Education and/or Work Experience Requirements:
  
  • Bachelor's degree or equivalent work experience preferred.
  • 6 months of supervisor or leadership experience required.
  • Minimum 1-year customer service, leadership and team interaction skills required.
  • Communicate effectively in English, both verbally and in writing, clearly, professionally and fluently.
  • Use good judgment, ability to make independent decisions and proactively solve problems as required.
  • Respond professionally to difficult or tense calls/situations that may arise out of daily duties.
  • Organize simultaneous tasks for individual assignments and the workflow of others within the unit.
  • Must have PC skills (Microsoft Office) with an emphasis on Excel.
  • Ability to interact with all levels of management.
  • Demonstrated leadership skills and good interpersonal skills.
  • Demonstrated oral and written communication skills.
  • Prioritize and complete tasks within established contractual service levels required.
  • Proven ability to work as a team member.
  • Flexibility and willingness to perform other duties as assigned.
  
  Physical Requirements:
  
  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms.
  
  The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The person in this position frequently communicates with co-workers, peers, management, and clients which may involve delivering presentations in-person and/or remotely. Must be able to access, exchange, communicate and converse accurate information in these situations. Constantly operates a computer, mobile phone and other IT peripherals.
  
  The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
  
  Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required
  
  Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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