Pearson Customer Service & Support Supervisor in San Antonio, Texas

Customer Service & Support Supervisor

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

This position is responsible for supervising a staff of Customer Support Team Leads, Agents and Support Specialist in multiple locations (Iowa City, IA; Austin, TX; San Antonio, TX; and various other locations due to remote employees). This person is responsible for supervising and coordinating the daily activities of their team to ensure efficiency and quality of work performed. This includes having a clear understanding of objectives and goals to meet business operation expectations, such as (but not limited to) forecasting volumes and manpower requirements; professionally responding to or appropriate delegation of escalated customer issues; working with peer Supervisors and Managers to propose, develop and implement new processes, systems and department initiates and incentives. Maintain and develop policies, standards and staff needed to provide excellent customer service and experiences for our customers (administrators, educators, students and internal personnel) for all Pearson State and National programs.

Supervisory responsibilities (direct and indirect)

Direct

  • Recruit, hire, evaluate employee performance and recommend or initiate personnel actions such as promotions, transfers and disciplinary actions to management. This person will need to work with Human Resources to ensure corporate policies and legal procedures are adhered to

  • Work with the Team Leads/peer Supervisors/NACSS teams to ensure the hiring, training and supervision of full time, FT-TOP, PT, vendor sourced and seasonal or short hour temp staff

  • Plan, prepare and review work schedules and duty assignments

  • Ensure the team achieves its overall quality goals. Ensure consistency and professionalism in the review process with leads/agents. Continually assess all of the data collected and identify additional ways to use/report the data to improve quality; ensure current documents/reports are accessible to staff and management at all times

  • Serve as primary communicator to assigned teams and to management

  • Ensure work flow processes, communication issues and staff concerns are evaluated regularly and action is taken when appropriate

Indirect

  • Work with NACSS Systems team to ensure open communication and business plans around the use of a CRM, Knowledge Base (KB), Telephony, Training and Reporting/analytics needs for the NA Customer Support staff

  • Work with NACSS Analytics team to ensure reporting requirements and needs are being met for both NA Customer Support and program teams

  • Work with NACS Training/Quality teams to ensure staff training needs are met

  • Work with NACS Management team on incident advancements. Obtain facts about the incident and ensure attention and resource to provide a prompt resolution. Provide input where we could improve our processes and incident management.

  • Communicate final resources and action plan to NACSS Management to help develop ways where technology and training could be improved

Other

  • Work with partnering business units (Client Services), Sales Reps, Technical Specialist, and other Product Support teams to ensure the NACSS group is meeting the needs of Pearson State and National’s end-users of physical, CMS and online media products

  • Manage internal and external vendors regarding computer installations, telephony systems, CMS software and facilities works

  • Must be amendable to flexible scheduling throughout the year, especially around peak periods

  • Some travel required

Qualifications

Formal Education or Equipment Experience:

  • Some college and/or related experience required; Bachelor degree a plus

  • Minimum 1 year of experience supervising staff in contact center environment

  • Minimum 2 years of experience as a customer service agent/lead and/or in State & National Assessments program management preferred

Skills/knowledge/abilities

  • Experience using a Call Management system and Excel are required

  • A strong understanding of training and quality assurance programs and call center reporting and analytics is required

  • Excellent interpersonal, writing and verbal skills required

  • Strong technical background of the following applications and services required: Microsoft Office Suites, email programs (Gmail, etc.), internet tools such as browsers, computer operating systems and some PC hardware skills

  • Previous experience with workforce performance software and network and digital telephony required

  • Knowledge of the online education industry, publishing industry, telecommunications and emerging technologies in the CRM, internet and communications fields a plus

Skills

  • Strong project management, interpersonal, leadership, organization, presentation, problem solving and decision making skills are required

  • Proficient verbal and written communication skills required

  • Ability to multi-task and be flexible, and work in an ever changing environment is required

  • Strong working knowledge of Microsoft suite of products, internet, etc. required

  • Ability to maintain confidentiality

  • Ability to work with all levels of management and staff

  • Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important

  • Detail oriented with good follow-through on projects

  • Exercises good indent judgment and is self-motivated

  • Must show initiative, exhibit pride and passion in work and be results oriented

  • Must be able to work under deadlines, meet outlined goals, and work independently with minimal supervision in order to accomplish tasks effectively and accurately

  • Must be able to manage multiple projects concurrently as required so each project is completed within set guidelines and timelines

  • Knowledge of the online education and publishing industry a plus

  • Knowledge and experience with a corporate telephony system a plus.

knowledge and experience with a Customer Relationship Management or Call Management system a plus

  • Reliable attendance and punctuality is critical to successful performance in this role

Primary Location: US-TX-San Antonio

Other Locations US-IA-Iowa City

Work Locations: US-TX-San Antonio-19500 Bulverde 19500 Bulverde Road San Antonio 78259

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 30, 2016