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Customer Service Supervisor
2 months ago
The Supervisor, Customer Service Operations is a key role within our organization, responsible for ensuring the highest level of quality and training for our global Contact Center teams. This position requires a strong leader who can develop and implement training plans, manage quality assurance programs, and drive process improvements to optimize team performance.
Key Responsibilities:- Supervise the Quality and Training team, including establishing and measuring goals, performance management, coaching & feedback, and training & development.
- Manage staffing to ensure coverage across hours of operation.
- Identify and lead the implementation of process improvements to optimize team performance, create efficiencies, and deliver consistent levels of service across functions.
- Manage the quality assurance program, including calibration processes within and across teams.
- Determine training objectives and coordinate and/or facilitate training programs for internal or HCL teams.
- Bachelor's Degree or equivalent work experience.
- Preferred 5 years Contact Center experience in direct customer support environment.
- Minimum of two years of experience in Contact Center training.
- Quality monitoring experience.
- 1+ years of Formal leadership experience in a team environment.
At Pearson, we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work.
We are an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
