Call Center Team Lead

1 day ago


Salt Lake, Utah, United States Education at Work Full time

Education at Work is a leading organization that empowers students to secure high-quality post-graduation jobs through evidence-informed work-based learning programs. As a Customer Service Supervisor Leader, you will play a pivotal role in managing a dynamic team of experts, ensuring they perform at the highest levels while providing exceptional customer experiences.

About the Role

The Frontline Management Specialist will be responsible for monitoring quality assurance, training, and managing schedules and attendance, while fostering motivation and maintaining company culture. This role requires strong leadership skills, excellent communication, and problem-solving abilities.

Responsibilities
  • Lead and manage a team of 20-25 student call center agents specializing in customer service inquiries.
  • Advocate for customers by identifying their needs and guiding them to appropriate resources.
  • Monitor, coach, and provide feedback to meet performance metrics, including quality, productivity, attendance, compliance, and disciplinary issues.
  • Identify training requirements and skill gaps among the agent team.
  • Administer daily schedules and attendance for the agent team.

This role offers a unique opportunity to work on rewarding projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work. If you love the pursuit of excellence and are inspired by empowering a student-centered culture, we invite you to learn more about this exciting opportunity.



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