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.

Know Your Rights: EEO, FMLA, EPPA

State COVID-19 CSR Supervisor-Remote

Location: Virtual, in the U.S.

The Customer Service Supervisor is Responsible for the overall performance, productivity, development, and guidance for assigned staff. Assisting in day-to-day operations management of the contact center to ensure the Customer Service Department objectives are fulfilled per the various contact requirements. Providing first level supervision and leadership to Remote Call Center Support Representatives who are responsible for answering incoming calls from individuals who need support in seeking COVID-19 related information. The Call Center Supervisor will ensure the goal of meeting program objectives and designated contract service level agreements are met.

 

Job Duties:

  • Monitor individual employee performance in adherence to department and company requirements.
  • Provide consistent guidance and feedback concerning the strengths and development needs in relation to current job performance as well as career development.
  • Address performance concerns through coaching and corrective action as needed. Write and deliver periodic Performance Evaluations.
  • Use real-time contact center displays to monitor queue status and ensure multiple contract service level requirements are being achieved.
  • Manage fluctuations in daily workflow by making staffing adjustments as necessary.
  • Directly responsible for the productivity and quality performance of contact center agents.
  • Review applications and resumes of perspective employees. Interview and hire qualified candidates for team lead and contact center agent roles.
  • Manage employee time off requests, overtime, FMLA leave, schedule changes and all other personnel issues.
  • Investigate and respond to internal and external customer complaints or inquiries.
  • Establish and maintain effective working relationships with customers across all channels of communication.
  • Proactively pursue resolution of technical problems and upgrade requests for internal and external systems.
  • Work collaboratively to provide input on process improvements or new contracts and coordinate the implementation.
  • Accurately complete daily, weekly, monthly reporting requirements
  • Supervise the work of Call Center Support Reps to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
  • Assume leadership responsibility for departmental tasks and contact center activities as required.
  • Participate in meetings and recommend changes to policies and procedures.
  • Support and enforce contact center expectations and company policies and procedures.
  • Assist with escalated issues or cases as needed, must be able to take over calls as necessary and provide support to CCSRs.
  • Assist with escalated issues or cases as needed.
  • Evaluate employee key performance indicators and identify training needs and development opportunities.
  • Discuss job performance concerns with employees to identify causes and issues
  • Evaluate employees' job performance and recommend appropriate personnel action.
  • Participate in program special projects as required.
  • Flexibility. Required to work various shifts that could change routinely to meet the needs of the program.
  • Perform other duties as assigned by leadership.

 

Equipment Requirements:

  • Computer and Audio Headset – (will be provided)
  • Broadband internet connection with minimum upload/download speeds of 20mbps/5mbps.
  • Wi-Fi only connectivity, prohibited. Ethernet cable access only.

Preferred Locations: SE Ohio, Georgia, Arizona, Florida, Colorado

 

Job Qualifications

Required:

Preferred:

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 and Drug Screen Required

 

Skills/Qualifications/Keywords: Analytical, People Skills, Supervision, Management, Communication Skills, Supports Diversity, Results Driven, Professionalism, Organization, Judgment, Team oriented, Multi-task, Prioritize, Responsive, Coaching, Performance Appraisal, Leadership, Interviewing, 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

 

Benefits: Pearl offers employer paid employee medical coverage, basic life, paid time off, and holiday pay for benefit eligible employees. In addition, optional plans for Dental, Vision, Supplemental Life and STD are available to benefit eligible employees.

Medical, Dental, Vision, EAP, Disability, and Life Insurance for employee only coverage is available at no cost to employees who work at least 40 hours per week. 401K Eligible.

 

 

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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