Job Details

divh2Seasonal Call Center Supervisor/h2pThe Intuit Product Expert Supervisor manages a dynamic team of experts, coaches experts to perform at the highest levels, monitors/takes action on real time adherence for their team and handles customer escalations. This role is pivotal in monitoring quality assurance, training, and managing schedules and attendance, while fostering motivation and maintaining company culture./ppThis is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization./ph3Roles and Responsibilities/h3ulliLead and manage a team of 20-25 student call center agents specializing in customer service inquiries./liliConduct routine 1:1 coaching session(s) to provide feedback to meet performance metrics, including quality, productivity, attendance, compliance, and disciplinary issues./liliEnsure continuous learning training modules are complete before announced deadlines./liliIdentify training opportunities and/or knowledge skill gaps amongst the team and collaborate with other department leaders as needed to improve agent performance./liliReview daily and weekly agent scheduling to monitor agents weekly schedule adherence and provide feedback to WFM as requested./liliReview agents daily attendance for occurrences and/or occurrence discrepancies./liliReview agent timecards for accuracy, make time punch corrections as needed, and approve payroll before announced deadline./liliPartner with Workforce Management and Operations Managers to ensure efficient agent scheduling and/or leadership support coverage./liliUphold EAW and Intuits policies, standards, and compliance requirements./liliManage attendance, adherence, and behavioral expectations using EAWs progressive corrective action model, when necessary./liliFoster an inclusive and engaging team culture that balances accountability with recognition./liliEscalate client concerns, systemic issues, and process improvements to Operations Leadership./liliServe as a key point of contact between agents, leadership, and clients, to help ensure alignment of goals and expectations./liliAttend weekly and monthly business reviews to share valuable insight into agent performance with client and better understand clients performance expectations./liliMaintain excellent knowledge of company policies and procedures to assist agents with difficult customer concerns via slack and/or individual coaching sessions./liliResolve escalated customer concerns, balancing superior service with fiscal responsibility./liliPerform other duties as directed by management./li/ulh3Basic Qualifications/h3ulliBachelors or associate degree required./lili3 years of experience in a call center or customer service role./liliExperience handling customer escalations and providing excellent customer service./liliAbility to monitor, coach, and provide effective feedback to agents to meet performance metrics./liliHigh level of integrity and professionalism in handling confidential information./liliStrong computer skills and proficiency in Microsoft Office Suite./liliStrong analytical and problem-solving skills./liliExhibit exceptional time management, organization, and prioritization skills./liliAbility to work independently and in a team setting within a fast-paced environment./liliExcellent written, verbal, and interpersonal communication skills./liliProven success in leading a team of agents./liliAbility to multi-task and perform in a fast-paced environment./liliEmbrace feedback and approach work with a growth mindset./li/ulp$55,000 - $65,000 a year Exempt/ppAFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT: Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@Ws employees to perform their job duties may result in discipline up to and including termination of employment./ppTHE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION./p/div