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Pearl Interactive Network, Inc. is a fast growing, multi-channel contact center solutions company. 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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Call Center Supervisor-Remote

Location: Virtual, in the U.S.

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.

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.

Classification:  Full-time, Exempt

Operating Hours:  May vary depending on project

Location:  Virtual based

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

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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