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Pearl Interactive Network

Harrisburg, PA

Call Center Supervisor - Remote - Remote

Employment TypeContractor
Date Posted2022-07-07
Direct Apply
Valid Through2023-05-06

Job Description:

Pearl Interactive Network is seeking to hire a Call Center Supervisor – Remote.

The Call Center Supervisor is responsible to provide supervision and leadership to Customer Service Representatives (CSR), with the goal of meeting program objectives and customer service level agreements.

Why choose Pearl Interactive Network?

Join Our Team and embrace the winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone certified social enterprise, Pearl offers hiring priority to our Veterans, Military Spouses, and their families, as well as individuals with disabilities.

Pearl offers a Competitive Compensation and Benefits package to include:

  • Rate: $40K salary

  • Medical, Dental, Vision, and Life Insurance

  • Paid time off, Paid holidays

  • 401K eligibility

  • Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours: Hours may vary depending on project

Job Duties:

  • Supervise, develop, and coach CSRs to ensure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.

  • Performs tasks to ensure service level requirements are met.

  • Ensure agents understand and comply with all call center objectives, key performance standards, and policies.

  • Answer agent questions regarding best practices or difficult calls.

  • Assume leadership responsibility for departmental tasks and call center activities as required.

  • Create and delivers employee coaching.

  • Provide departmental leadership, works closely with Customer Service Representatives.

  • Participate in interviewing and the hiring process.

  • Support and enforces call center expectations as well as departmental and corporate policies and procedures.

  • Make recommendations to management for disciplinary actions up to terminations.

  • Look for trends or issues within the call center based on the key performance indicators and suggests and implements process improvements and enhancements through various methods of approval.

  • Communicate pertinent program updates in a timely manner.

  • Promote a positive team-oriented and employee participative culture.

  • Participate in programs to recognize and reward quality performance.

  • Perform other duties as assigned.

Job Requirements:

  • High School Diploma or equivalent required

  • Bachelor's degree or equivalent work experience preferred

  • 6 months supervisor or leadership experience required

  • Minimum 2 years customer service, leadership, and team interaction skills required

  • Communicate effectively, both verbally and in writing, clearly, professionally, and fluently

  • Use good judgment, ability to make independent decisions, and proactively problem solve as required

  • Respond professionally to difficult or tense calls/situations that may arise out of daily duties

  • Organize simultaneous tasks for individual assignments and the workflow of others within the unit

  • PC skills (Microsoft Office) with an emphasis on Excel

  • Ability to interact with all levels of management

  • Demonstrated leadership skills and good interpersonal skills

  • Ability to prioritize and complete tasks within established contractual service levels required

  • Flexibility and willingness to perform other duties as assigned

  • 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

Pearl Interactive Network, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job ID: 4809608597721252367

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