Leadership Role in Customer Experience

3 weeks ago


Salt Lake, Utah, United States Education at Work Full time
Role Summary
The Call Center Supervisor will oversee a team of 20-25 student call center agents, ensuring exceptional customer experiences and fostering a culture of excellence. This pivotal role requires strong leadership skills, effective communication, and the ability to analyze complex situations and implement solutions.

Key Responsibilities
  • Lead and manage a team of student call center agents, providing guidance and support to meet performance metrics.
  • Monitor, coach, and provide feedback to meet quality, productivity, attendance, compliance, and disciplinary standards.
  • Administer daily schedules and attendance for the agent team.
  • Coach and develop direct reports to exceed call center goals.
  • Resolve escalated customer concerns while balancing superior service with fiscal responsibility.

Requirements
  • Bachelor's or associate degree required.
  • 3 years of experience in a call center or customer service role.
  • Proven track record of leading teams and managing complex projects.
  • Excellent communication and interpersonal skills.
  • Able to work independently and in a fast-paced environment.


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