Pearl Interactive Network

Call Center Supervisor

Pearl Interactive Network

Remote, US

March 14, 2022

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

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: Monday – Friday 8 AM – 5 PM, EST

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.

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.