Call Center Supervisor

CoverPoint Partners•Orlando, FL

4d•Remote

About The Position

Are you ready for a fully-remote, work from home, professional customer service management role? Are you ready to level up your skills? Are you ready to work for an employee-focused company that makes a difference in customer's lives? If you answered "yes" to these questions, IonTuition may be for you! This is a 100% remote position. Candidates must have access to reliable internet connection. Shift: Weekend and Evening availability required Multiple locations: This position will be based remotely in one of the states listed: FL, IL, IN, MO, SC, VA

Requirements

At least one year of management experience in a related field
Expert knowledge of all laws and regulations governing the industry highly preferred
Strong knowledge of Microsoft applications including MS Word, Excel, PowerPoint, and Outlook

Nice To Haves

Bachelor’s degree preferred or equivalent work experience

Responsibilities

Manage a team of Associates to include selection, work allocation, training, coaching and mentoring, problem resolution, performance evaluations, and corrective actions
Manage daily operations of assigned clients and/or business segments
Ensure that teams attain their monthly production goals
Monitor, audit, and report key performance indicators (KPIs) and performance goals of subordinate staff to Senior Management
Assist with the interviewing and selection of prospective candidates
Mentor team members with regard to their quality of work and call/queue management
Provide team members with constructive feedback on a regular basis; conduct 90-day and annual performance reviews
Perform switch/complaint calls as needed
Conduct operational training of new hires
Achieve all Client Service Level Agreements of assigned clients and/or business segments
Ensure teams strive to maintain compliance with all federal and state laws
Maintain expert knowledge of Statement of Work standards and all laws and regulations governing the industry