Service & Support Operations Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and oversee a team of Customer Support Level 1 agents within the Support Contact Center.

• Ensure the team achieves performance metrics while prioritizing daily tasks.

• Assemble and deliver daily, weekly, and annual performance reports for the team.

• Provide coaching, constructive feedback, quality assurance monitoring, and professional development for team members.

• Collaborate with the Training department to onboard new Level 1 agents and assist with ongoing coaching efforts.

• Work cross-functionally to enhance processes, procedures, tools, and customer experience strategies.

• Act as a Level 1 escalation point, resolving complex customer issues effectively.

• Utilize data-driven analysis to pinpoint service gaps, identify root causes, and implement process improvements.

• Create recognition programs, contests, and engagement initiatives to motivate team members.

• Maintain a thorough understanding of support processes and procedures.

• Directly supervise up to 20 regular employees and/or contractors.

• Conduct interviews, hire, train, motivate, evaluate, reward, and discipline employees as necessary.

• Plan, assign, and direct work while addressing complaints and resolving problems.

• Manage and execute projects with minimal oversight.

• Report directly to the Operations Manager for the Customer Support organization.

⛳️ Requirements

• High School Diploma, with current pursuit of a BS/BA or MS/MA degree, or an equivalent combination of education and experience.

• Minimum of three years of contact center experience, or an equivalent combination of education and experience.

• Knowledge of enrollment processes, customer support, and online school systems.

• Demonstrated leadership skills with previous supervisory experience.

• Ability to advocate for change and innovation.

• Capability to lead and collaborate within a cross-functional team environment.

• Familiarity with call center concepts, practices, and procedures.

• Strong understanding of inside sales metrics and techniques, with the ability to manage measurable objectives.

• Proven track record of delivering quantifiable results.

• Ability to juggle multiple assignments and conflicting priorities in a fast-paced setting.

• Customer-focused with exceptional interpersonal and communication skills.

• Ability to pass necessary background checks.

• High-speed internet connection with a minimum of 50 Mbps download and 10 Mbps upload speed.

• Satellite, DSL, data plans, wireless, and dial-up internet are not compatible.

• A wired Ethernet connection is preferred.

• Daily access to a smart device capable of downloading and using applications.

• Professional home office setup that is free from distractions.

• Ability to attend virtual training sessions via webcam.

• Familiarity with home-based or public/private school education systems.

• Comprehensive knowledge of home-based connectivity support.

• Excellent verbal, written, listening, and consultative customer-service skills.

• Proficiency in telephone, email, voicemail, and chat communication.

• Expertise in Microsoft Office Suite and various PC/Internet applications.

• Proficient with web-based applications.

• Knowledge of Microsoft Windows 10 and Windows 11.

• Strong problem-solving and analytical capabilities.

• Ability to handle high call volumes while maintaining positive team morale.

• Experience in creating and implementing call center and business process maps to enhance conversions and enable scalable improvements.

• Ability to effectively prioritize competing tasks.

• Capability to work independently as well as collaboratively within a team.

• Adaptability and receptiveness to feedback.

• Proven ability to recruit, train, develop, coach, and motivate a team.

• Strong positive attitude and work ethic.

• Ability to manage and execute projects with minimal supervision.

• Previous call center experience focused on consultative sales and/or support operations in a seasonal industry, or an equivalent combination of education and experience.

• Willingness to work weekends.

• Capability to travel up to 10% of the time.

• Ability to clear mandatory background checks.

• Prior experience with Salesforce CRM is a plus.

• Previous experience with Stride/K12 is preferred.

• Previous supervisory experience in a contact center is desired.

• Previous customer service or sales experience with a record of achievement is preferred.

🏝️ Benefits

• Fully remote work opportunity.

• Professional home office setup provided.

• Participation in virtual training sessions via webcam.

• Engagement in virtual meetings or training through video conferencing software.

• Reasonable accommodations available for individuals with disabilities.

• Team-building activities to foster collaboration.

• Equal employment opportunity along with protections for veterans and individuals with disabilities.