Call Center Supervisor-Remote

Pearl Interactive Network

Columbia Maryland

United States

Customer Service / Call Center
(No Timezone Provided)

Pearl Interactive Network is seeking a Call Center Supervisor for a Contact Center. The Call Center Supervisor is responsible for providing front-line, first-level supervision and leadership to Work from Home Customer Service Representatives (CSR) with the goal of meeting program objectives and customer service level agreements associated with the Ticket to Work Help Line. Must reside in the Columbia, MD area.

Job Duties:
• Supervise the work of agents and case managers to ensure adherence to quality standards, deadlines, and proper procedures; correcting errors or problems as needed.
• Assist in hiring and training new contact center staff.
• Perform tasks to assure project and program service level requirements and goals are met.
• Assume leadership responsibility for departmental tasks and contact center activities as required.
• Participate in meetings and recommends changes to policies and procedures.
• Support and enforce contact center expectations and company policies and procedures.
• Assist with escalated issues or cases as needed, must be able to take over calls as necessary, and provide support to agents and case managers.
• Evaluate employee key performance indicators and identifies training needs and development opportunities.
• Provide suggestions to the upper management to improve the quality of services and products.
• Report the progress of the team to upper management on a regular basis.
• Discuss job performance concerns with employees to identify causes and issues.
• Evaluate employees' job performance and recommends appropriate personnel action.
• Participate in program special projects as required.
• Perform other duties as assigned by leadership.
Classification: Full-time, Exempt
Operating Hours: May vary depending on project
Location: Virtual based, must reside in the Columbia, MD area
Salary: $50k - $52k + Benefits

Job Requirements:
Requirements:
• High school diploma, GED, or equivalent education required; Bachelor's degree preferred
• Proven experience of working as a Contact Center Supervisor or Contact Center Manager role
• Excellent analytical and problem-solving skills
• Familiarity with CRC or CRM contractor computer systems
• Must be able to type a minimum of 20 WPM, 30 WPM preferred
• Required to work various shifts that could change routinely to meet the needs of the program
• Experience in a quality assurance and training role, in a contact center environment, is a plus
• Ability to conduct and manage project reviews and communicate process improvement recommendations
• Strong leadership skills
• Proficient in the use of Microsoft Office products
• Excellent organizational, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Work as a team member, as well as independently
• Embrace our winning Pearl Culture which promotes our employees' desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency, and innovation

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 or DoD Clearance, Suitability and Skills Assessments Required
Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving, MS Outlook, and Office Skills, Leadership Team, People Skills, Diversity, Professionalism, Organization, Team Oriented, Learning, Flexibility, Effective Communication.

Pearl offers a full benefits package that includes medical, dental, vision, life insurance, paid time off, paid holidays, and a 401K. Additional ancillary benefits will also be available.

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation, and gender identity.

Call Center Supervisor-Remote

Pearl Interactive Network

Columbia Maryland

United States

Customer Service / Call Center

(No Timezone Provided)

Pearl Interactive Network is seeking a Call Center Supervisor for a Contact Center. The Call Center Supervisor is responsible for providing front-line, first-level supervision and leadership to Work from Home Customer Service Representatives (CSR) with the goal of meeting program objectives and customer service level agreements associated with the Ticket to Work Help Line. Must reside in the Columbia, MD area.

Job Duties:
• Supervise the work of agents and case managers to ensure adherence to quality standards, deadlines, and proper procedures; correcting errors or problems as needed.
• Assist in hiring and training new contact center staff.
• Perform tasks to assure project and program service level requirements and goals are met.
• Assume leadership responsibility for departmental tasks and contact center activities as required.
• Participate in meetings and recommends changes to policies and procedures.
• Support and enforce contact center expectations and company policies and procedures.
• Assist with escalated issues or cases as needed, must be able to take over calls as necessary, and provide support to agents and case managers.
• Evaluate employee key performance indicators and identifies training needs and development opportunities.
• Provide suggestions to the upper management to improve the quality of services and products.
• Report the progress of the team to upper management on a regular basis.
• Discuss job performance concerns with employees to identify causes and issues.
• Evaluate employees' job performance and recommends appropriate personnel action.
• Participate in program special projects as required.
• Perform other duties as assigned by leadership.
Classification: Full-time, Exempt
Operating Hours: May vary depending on project
Location: Virtual based, must reside in the Columbia, MD area
Salary: $50k - $52k + Benefits

Job Requirements:
Requirements:
• High school diploma, GED, or equivalent education required; Bachelor's degree preferred
• Proven experience of working as a Contact Center Supervisor or Contact Center Manager role
• Excellent analytical and problem-solving skills
• Familiarity with CRC or CRM contractor computer systems
• Must be able to type a minimum of 20 WPM, 30 WPM preferred
• Required to work various shifts that could change routinely to meet the needs of the program
• Experience in a quality assurance and training role, in a contact center environment, is a plus
• Ability to conduct and manage project reviews and communicate process improvement recommendations
• Strong leadership skills
• Proficient in the use of Microsoft Office products
• Excellent organizational, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Work as a team member, as well as independently
• Embrace our winning Pearl Culture which promotes our employees' desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency, and innovation

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 or DoD Clearance, Suitability and Skills Assessments Required
Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving, MS Outlook, and Office Skills, Leadership Team, People Skills, Diversity, Professionalism, Organization, Team Oriented, Learning, Flexibility, Effective Communication.

Pearl offers a full benefits package that includes medical, dental, vision, life insurance, paid time off, paid holidays, and a 401K. Additional ancillary benefits will also be available.

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation, and gender identity.