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Pearl Interactive Network is sourcing Remote Call Center Supervisors for future opportunities.

The Call Center Supervisor is responsible for providing supervision and leadership to Customer Service Representatives (CSR) to meet program objectives and customer service level agreements.

Why choose Pearl Interactive Network?

Join Our Team and embrace the winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation make Pearl, the employer of choice. We take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.

Pearl offers a Competitive Compensation and Benefits package to include:

• Salary: $36,840K - $58,065K (DOE)

• Medical, Dental, Vision, and Life Insurance

• Paid time off, Paid holidays

• 401K eligibility

• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours: 8 am - 5 pm EST, Monday - Friday

Required Locations: Albuquerque NM, Tucson AZ, Phoenix AZ, Houston, TX, Lubbock TX, Las Vegas NV, Mobile AL, Memphis TN, Louisville KY, Fayetteville NC, New Orleans LA, Dayton, OH and Cleveland, OH

Must live within 50 miles of VA facility in the preferred locations.

Technical Equipment, and Remote Office Requirements:

1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.

2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.

3. Private and secure workspace within your home. Away from noise and distractions.

4. Computer equipment, monitor, and headset provided.

Job Duties:

• Understand the Workforce Management process and serves as a liaison between the Customer Service Representative and the Government Workforce Management (WFM) Section to handle change requests and exceptions to the daily schedule.

• Responsible for ensuring the Customer Service Representative (CSR) complies with established business rules.

• Oversee telephony queues.

• Ensure sufficient Customer Service Representatives are at work to fill the assigned schedule.

• Identify Customer Service Representatives who do not comply with established processes and coach them to improve performance or appropriate disposition if improvement doesn’t occur.

• Identify training gaps and tools.

• Reinforce standards, and use progressive discipline when compliance continues to be an issue.

• Ensure all Customer Service Representatives adhere to assigned schedule and that all adherence and performance metrics for their team are met or exceeded.

• Encounters that require service recovery will be reviewed and if service recovery is appropriate, contact will be made with the customer. This will occur for any interaction with the Contact Center that fails to return an aggravated, dissatisfied customer to a state of calm satisfaction. This will include complaints received against a team member, staff issues identified during call calibration or call evaluations, and pre-determined customer satisfaction survey scores.

• Administer the leave and excused/unexcused absence policies and regulations for CSRs under their supervision.

• Maintain control over attendance, leave, and excused absence of employees. Coordinate leave with training supervisor (if needed) during employees training session(s).

• Monitor the phone line dedicated to staff for requesting unscheduled time off

• Responsible for entering all unscheduled leave requests into the WFM system for approval by designated WFM section members.

• Approve exception requests through messaging before the event for any preplanned exception.

• Shift Lead Supervisor is responsible for documenting disruptive callers in the Shift Report and for ensuring interim information from law enforcement is documented in the case before end of shift.

• Supervisor and management officials will follow a standard set of procedures for on-boarding/off-boarding personnel.

• Responsible for requesting new employee’s e-mail addresses to be assigned to their appropriate groups. This provides each employee with the proper security access automatically to the Contact Center and Contact Center Operation SharePoint sites.

• Supervisors must be responsible for other operational activities as they are identified.

• Responsible for agents’ performance, training, and ability to handle calls. Supervisors are responsible for assisting agents with technical issues and with submitting tickets and alerting designated operations personnel when agents are unable to take calls.

Job Requirements:

• Bachelor's degree or equivalent work experience preferred.

• 6 months of supervisor or leadership experience required.

• Minimum 2 years of customer service, leadership, and team interaction skills required.

• Ability to communicate effectively in English, both verbally and in writing, clearly, professionally and fluently.

• Use good judgment, ability to make independent decisions and proactively problem solve as required.

• Respond professionally to difficult or tense calls/situations that may arise out of daily duties.

• Organize simultaneous tasks for individual assignments and the workflow of others within the unit.

• Must have PC skills (Microsoft Office) with an emphasis on Excel.

• Ability to interact with all levels of management.

• Must have demonstrated leadership skills and good interpersonal skills.

• Demonstrated oral and written communication skills.

• Prioritize and complete tasks within established contractual service levels required.

• Proven ability to work as a team member.

• Flexibility and willingness to perform other duties as assigned.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

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, Drug Screening, and Skills Assessment Required

Pearl Interactive Network, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.