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Service Center Supervisor

International Education Corporation Mesa, AZ

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Working at our employee-owned company is more than just a great career - it’s an investment in yourself. We are looking for a skilled Service Center Supervisor to supervise daily operations and personnel aiming for maximum efficiency. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent call center supervisor must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center supervisor, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our students and organization.

Essential Job Duties and Responsibilities

  • Assist with completion of objectives for the call center’s day-to-day activities
  • Execute effective resource plans to maximize the productivity of resources (people, technology, etc.)
  • Collect and analyze call center statistics (transfer & conversion rates, customer service metrics, etc.)
  • Provide coaching and assistance to call center agents on an ongoing basis
  • Monitor call center agents performance and providing learning/coaching opportunities as necessary
  • Identify areas of improvement for individual agents and team as a whole and working with Manager to determine strategy for improvement
  • Ensure all agents understand and comply with call center objectives, performance standards and policies
  • Motivation of call center agents to ensure high level of production
  • Working with management team to support agents and maximize student satisfaction
  • Evaluate agent and team daily performance with key metrics

 

Key Success Factors

  • Computer Skills and ability to maneuver throughout various computer programs
  • Coaching and development skills
  • Strong ability to motivate
  • Effective communication skills
  • Planning/problem solving skills
  • Strong initiative and proactivity
  • Leadership skills

 

Qualifications

  • Proven experience as call center supervisor or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  •  Solid understanding of reporting
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated 

 

International Education Corporation

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Address

Mesa, AZ
85202 USA

Industry

Business

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