Seasonal Call Center Supervisor at Education at Work
Education at Work · Salt Lake City, United States Of America · On-site
- Office in Salt Lake City
The Intuit Product Expert Supervisor manages a dynamic team of experts, coaches experts to perform at the highest levels, monitors/takes action on real time adherence for their team and handles customer escalations. This role is pivotal in monitoring quality assurance, training, and managing schedules and attendance, while fostering motivation and maintaining company culture.
This is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization.
Roles and Responsibilities
- Lead and manage a team of 20-25 student call center agents specializing in customer service inquiries.
- Conduct routine 1:1 coaching session(s) to provide feedback to meet performance metrics, including quality, productivity, attendance, compliance, and disciplinary issues.
- Ensure continuous learning training modules are complete before announced deadlines.
- Identify training opportunities and/or knowledge skill gaps amongst the team and collaborate with other department leaders as needed to improve agent performance.
- Review daily and weekly agent scheduling to monitor agent’s weekly schedule adherence and provide feedback to WFM as requested.
- Review agent’s daily attendance for occurrences and/or occurrence discrepancies.
- Review agent timecards for accuracy, make time punch corrections as needed, and approve payroll before announced deadline.
- Partner with Workforce Management and Operations Managers to ensure efficient agent scheduling and/or leadership support coverage.
- Uphold EAW and Intuit’s policies, standards, and compliance requirements.
- Manage attendance, adherence, and behavioral expectations using EAW’s progressive corrective action model, when necessary.
- Foster an inclusive and engaging team culture that balances accountability with recognition.
- Escalate client concerns, systemic issues, and process improvements to Operations Leadership.
- Serve as a key point of contact between agents, leadership, and clients, to help ensure alignment of goals and expectations.
- Attend weekly and monthly business reviews to share valuable insight into agent performance with client and better understand client’s performance expectations.
- Maintain excellent knowledge of company policies and procedures to assist agents with difficult customer concerns via slack and/or individual coaching sessions.
- Resolve escalated customer concerns, balancing superior service with fiscal responsibility.
- Perform other duties as directed by management.
Basic Qualifications
- Bachelor’s or associate degree required.
- 3 years of experience in a call center or customer service role.
- Experience handling customer escalations and providing excellent customer service.
- Ability to monitor, coach, and provide effective feedback to agents to meet performance metrics.
- High level of integrity and professionalism in handling confidential information.
- Strong computer skills and proficiency in Microsoft Office Suite.
- Strong analytical and problem-solving skills.
- Exhibit exceptional time management, organization, and prioritization skills.
- Ability to work independently and in a team setting within a fast-paced environment.
- Excellent written, verbal, and interpersonal communication skills.
- Proven success in leading a team of agents.
- Ability to multi-task and perform in a fast-paced environment.
- Embrace feedback and approach work with a growth mindset.
Exempt
AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT:
Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W’s employees to perform their job duties may result in discipline up to and including termination of employment.
THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.
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