Associate Supervisor - Personal Support Center - Remote

Overview

The Associate Supervisor - Personal Support Center (PSC) will be responsible for coaching and developing a support team that delivers high-quality customer service. This role involves maintaining service level metrics and fostering communication and collaboration within the team.

In Short

• Accountable for coaching and developing a support team.
• Maintains service level metrics including Speed to Answer and First Call Resolution.
• Engages with departmental operations to address issues.
• Conducts training sessions for new and existing agents.
• Mentors agents to improve customer service skills.
• Maintains a strong understanding of assigned clients.
• Ensures professionalism and effective communication among agents.
• Collaborates with management to improve PSC processes.
• Assists with staffing and scheduling needs.
• Adheres to information security policies.

Requirements

• Minimum of 2 years in a lead role in a customer-focused industry.
• Strong communication skills and customer service history.
• General knowledge of the higher education industry preferred.
• Strong analytical and problem-solving skills.
• PC & MAC troubleshooting skills.
• Familiarity with multiple operating systems.
• Strong knowledge of reporting with Excel.
• Bachelor’s degree in Information Technology or Business preferred.
• Industry certifications are a plus.

Benefits

• Opportunity for career development and training.
• Flexible work schedule.
• Supportive team environment.
• Engagement with various clients and projects.
• Access to industry knowledge and resources.