Experienced Customer Service Supervisor – Global Contact Center Operations and Training

At arenaflex, we're on a mission to revolutionize the way people learn and interact with our services. As a leading provider of innovative education solutions, we're committed to creating vibrant and enriching learning experiences that make a real-life impact. We're now seeking an experienced Customer Service Supervisor to join our team and play a key role in shaping the future of our global contact center operations and training.

About arenaflex

arenaflex is one of the 10 most innovative education companies of 2022, and we're proud of our commitment to diversity, equity, and inclusion. We believe that our diverse and inclusive workforce is the key to our success, and we're dedicated to creating a workplace where everyone can learn, grow, and thrive. Our five business divisions – Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills, and Higher Education – are the foundation for our long-term growth, and we're constantly pushing the boundaries of what's possible in education.

Job Summary

As a Customer Service Supervisor at arenaflex, you'll be responsible for leading our global contact center operations and training teams. You'll work closely with our Contact Center Management, EMEA, APAC, and Business Process Outsourcing leaders to develop and implement training programs that meet the needs of our employees and customers. Your primary responsibilities will include:

• Supervising the Quality and Training team, including establishing and measuring goals, performance management, coaching & feedback, and training & development
• Managing staffing to ensure coverage across hours of operation
• Identifying and leading the implementation of process improvements to optimize team performance, create efficiencies, and deliver consistent levels of service across functions
• Managing the quality assurance program, including calibration processes within and across teams
• Establishing regular reporting on quality results and actions surrounding continuous improvement
• Ensuring consistent application of quality processes across all contact types
• Determining training objectives and coordinating and/or facilitating training programs for internal or arenaflex teams
• Conducting needs analysis for future training in various departments and centers
• Ensuring training records across centers are maintained
• Monitoring the success of training initiatives through surveys, quality monitoring, and escalation analysis

Key Responsibilities

* Team Supervision: + Supervise the Quality and Training team, including establishing and measuring goals, performance management, coaching & feedback, and training & development + Manage staffing to ensure coverage across hours of operation + Identify and lead the implementation of process improvements to optimize team performance, create efficiencies, and deliver consistent levels of service across functions

• Quality Assurance Program Management:

+ Manage the quality assurance program, including calibration processes within and across teams + Establish regular reporting on quality results and actions surrounding continuous improvement + Ensure consistent application of quality processes across all contact types + Speak to quality number trends and improvements

• Training Design & Delivery:

+ Determine training objectives and coordinate and/or facilitate training programs for internal or arenaflex teams + Conduct needs analysis for future training in various departments and centers + Ensure training records across centers are maintained + Monitor the success of training initiatives through surveys, quality monitoring, and escalation analysis + Keep current on quality research related to adult learning, customer support + Direct global teams on best practices, leveraging training materials + Build and maintain contact center reference material by working with subject matter experts to ensure uniformity. Includes global material that requires translation

• Compliance:

+ Maintain and instruct others to keep accurate records (across centers) + Responsible for staying audit complaint

Requirements

* Bachelor's Degree or equivalent work experience

• Preferred 5 years Contact Center experience in direct customer support environment
• Minimum of two years of experience in Contact Center training
• Quality monitoring experience
• 1+ years of Formal leadership experience in a team environment
• Excellent oral, written, and interpersonal communication skills
• Demonstrated ability to lead a team
• Ability to influence and engage with others and promote an enthusiastic environment for the team and individuals
• Customer service oriented, capable of applying sound judgment and critical thinking
• Effective training, planning, project management, and presentation skills
• Ability to learn and adapt in a fast-paced environment
• Effective time management, prioritizing, and planning skills
• Conflict management skills
• Windows Operating systems, Pearson VUE native applications and tools, Pearson software release processes and teams, call recording applications, and other internal workflows

What We Offer

* Competitive salary range: $55k-60k

• Opportunity to work with a leading education company that's shaping the future of learning
• Collaborative and inclusive work environment
• Professional development opportunities to help you grow and thrive in your career
• Flexible remote work arrangements to support your work-life balance
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and more

How to Apply

If you're a motivated and experienced Customer Service Supervisor looking for a new challenge, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.

Equal Employment Opportunity

arenaflex is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We're committed to creating a workplace where everyone can learn, grow, and thrive. We welcome applications from diverse candidates and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Accommodations for Individuals with Disabilities

If you're an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected]. We're committed to providing equal employment opportunities to all qualified candidates and will work with you to provide reasonable accommodations to support your application process. Apply for this job