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Pearl Interactive Network, Inc. is a fast growing managed services and national staffing firm. In addition to performing a social mission of creating jobs for veterans, disabled veterans, people with disabilities, military spouses and people living in geographically challenged areas, we provide exceptional service to all job-seekers.  We believe that it is our duty to be an asset to our customers, to each other and to the community. We are honored that you have decided to pursue an employment opportunities with us.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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Seasonal Call Center Supervisor - Remote

Location: Lawrence, KS

The Seasonal Call Center Supervisor monitors the daily operations of the CSRs to ensure contractual metrics are met during the open enrollment season.  The Supervisor provides departmental leadership and supervision of call center employees. 

Job Duties:

  • Provide departmental leadership in assigned functional area.
  • Responsible for supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals.
  • Assist with or conduct training to keep team updated on changes that may occur in information or procedures.
  • Perform tasks to assure service level and quality requirements are met.
  • Assume supervisory responsibility for department tasks and call center activities.
  • Maintain department records.
  • Monitor staff quality and performance and provide feedback and coaching as appropriate.
  • Perform other duties as assigned.
  • Respond to CSR's when needing assistance on locating appropriate scripts to better address the callerís questions or concerns.
  • Assist with side-by-side mentoring for new employees during training and after training as needed.
  • Maintain a current understanding of standard operating procedures, processes, and program policies
  • Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner.
  • Provide accurate responses and documentation of inquiries and complaints from customers.
  • Adhere to the Privacy Act as it relates to the confidentiality of information received Continually look for and suggest process improvements, which will benefit the company and our customers (internal and external).
  • Report problems that occur to the appropriate person and assist with resolution.
  • Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics.

Job Requirements:

  • High school diploma or GED required.
  • Bachelorís degree or equivalent work experience required.
  • Federal security clearance required.
  • Six months supervisory or leadership experience required.
  • Minimum two years customer service or call center experience.
  • Experience working in a customer service environment required.
  • Experience working on the OPM project preferred, but not required.
  • Must have demonstrated oral and written communication skills in English.
  • Must have demonstrated excellent interpersonal and leadership skills.
  • Ability to organize self-assignments as well as those of others.
  • Ability to prioritize and recognize tasks to meet contract standards.
  • Must be able to prioritize multiple tasks dependent on call center needs.
  • Must be able to track and report individual and team information.
  • Experience working with a PC and a Windows environment is required.
  • Applicant will be required by contract to undergo program security training.

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 Check, Drug Screening 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.

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