Effectively manage a group of Sophia Learning Coaches and deliver an outstanding multi contact center experience to our Learners. This Supervisor will oversee administrative functions including transcript delivery and billing.
Essential Duties & Responsibilities:
- Hiring, training, and preparing Learning Coaches to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring Learning Coaches understand and comply with all call center objectives, performance standards, and policies.
- Answering Learning Coach questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating Learning Coach performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Analyzing data to assist management as they determine call center goals.
- Working with the Learning Coach Manager to support agents and maximize Learner satisfaction.
Job Skills:
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, leadership, and customer service skills.
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Analytical, efficient, and thorough.
- Ability to remain calm and courteous under pressure and navigate tense situations.
Work Experience:
- Call center, customer service, or supervisory experience required.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Post secondary education industry experience a plus
Education:
- From an accredited institution; Bachelor’s degree required
Certificates, licenses and registrations:
Other:
- Must be able to travel 0-10% of time.
- Must be able to lift 0lbs.
- Typical office setting.
- Mobility within the office including movement from floor to floor.
- Travel via plane, car, and metro may be required to perform this job.
- Must be able to work more than 40 hours per week when business needs warrant
- Access information using a computer.
- Effectively communicate, both up and down the management chain.
- Effectively cope with stressful situations
- Strong mental acuity
- Regular, dependable attendance and punctuality are essential functions of this job.
- Other essential functions and marginal job functions are subject to modification.
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$49,600.00 - $74,400.00 - Salary
If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.