The Supervisor, Customer Service Operations is responsible for global Contact Center quality and training. Incumbent is responsible for setting the training plan for onboarding and continuous learning for the contact centers. On the training side, the Supervisor is responsible for developing the content (partnering with Operations, Pearson VUE client facing departments, and other internal teams) and the delivery format. Global delivery of training includes live training, train the trainer, and documentation. Training programs include: new hire, client-specific modules, new test delivery modes, customer service and inter-departmental training.
On the Quality side, the incumbent is responsible for managing a globally consistent quality management program. Partnering with all regions, the Supervisor must ensure that processes are followed to meet client and candidate expectations, while allowing employees to understand what is expected of them to deliver excellent customer service. Under the Supervisor's direction the Quality Team is responsible for ensuring quality goals are met through the development and maintenance of a global quality monitoring program.
Working with Contact Center Management in Bloomington, EMEA, APAC, and Business Process Outsourcing leaders around the world, the Supervisor is responsible for training and quality services to satisfy the needs of employees providing high quality service for our customers. In addition to global Contact Center leaders, this Supervisor works with Program Managers for client-directed training; Accommodations and Disability Services Management for process specific training for agents; Project Management for large client rollouts; and Product Owners for global test mode training.
Primary Responsibilities Team Supervision
Supervise the Quality and Training team, including establishing and measuring goals, performance management, coaching & feedback, and training & development. Manage staffing to ensure coverage across hours of operation. Identify and lead the implementation of process improvements to optimize team performance, create efficiencies, and deliver consistent levels of service across functions. Quality Assurance Program Management
Manage the quality assurance program, including calibration processes within and across teams. Establish regular reporting on quality results and actions surrounding continuous improvement. With Contact Center leadership, ensure consistent application of quality processes. (all contact types) Speak to quality number trends and improvements. Training Design & Delivery
Determine training objectives and coordinate and/or facilitate training programs for internal or HCL teams. Conduct needs analysis for future training in various departments and centers. Ensure training records across centers are maintained. Monitor the success of training initiatives through surveys, quality monitoring and escalation analysis Keep current on quality research related to adult learning, customer support. Direct global teams on best practices, leveraging training materials. Build and maintain contact center reference material by working with subject matter experts to ensure uniformity. Includes global material that requires translation. Compliance
Maintain and instruct others to keep accurate records (across centers). Responsible for staying audit complaint. Education and Experience Bachelor's Degree or equivalent work experience Preferred 5 years Contact Center experience in direct customer support environment Minimum of two years of experience in Contact Center training Quality monitoring experience 1+ years of Formal leadership experience in a team environment Skills, Knowledge and Abilities Excellent oral, written, and interpersonal communication skills Demonstrated ability to lead a team Ability to influence and engage with others and promote an enthusiastic environment for the team and individuals Customer service oriented, capable of applying sound judgment and critical thinking Effective training, planning, project management, and presentation skills Ability to learn and adapt in a fast-paced environment Effective time management, prioritizing, and planning skills Conflict management skills Windows Operating systems, Pearson VUE native applications and tools, Pearson software release processes and teams, call recording applications, and other internal workflows. Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:
The full-time salary range is between $55k-60k.
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Job: CUSTOMER SERVICE
Organization: Assessment & Qualifications
Schedule: FULL _TIME
Workplace Type: Remote
Req ID: 15776
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