Remote Call Center Supervisor

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    "requisitionDescription": "<div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div id=\"isPasted\"><p data-start=\"350\" data-end=\"616\" id=\"isPasted\"><strong>Do you lead with empathy, drive performance with purpose, and bring out the best in your teams? Pearl Interactive Network is seeking accomplished remote Call Center Supervisors (CCSs)..</strong></p><p data-start=\"618\" data-end=\"878\">If you&#39;re an experienced contact center leader with a passion for coaching, accountability, and service excellence, we want to stay connected.</p><p>The <strong>Call</strong><strong>&nbsp;Center Supervisor</strong> <strong>(CCS)</strong> is responsible for providing supervision and leadership to Customer Service Representatives (CSRs), to meet program objectives and customer service level agreements. &nbsp;</p><p><strong>Hours of Operation</strong>: 5:00 AM &ndash; 11:00 PM MST, Monday-Friday</p><p><strong>Technical Equipment and Remote Office Requirements:</strong></p><ol start=\"1\" type=\"1\"><li>Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. <strong>Test your network at speed.cloudflare.com to verify before you apply.</strong></li><li>Ethernet cable access. Wi-Fi-only connectivity is prohibited.</li><li>Private and secure workspace within your home. Away from noise and distractions.</li><li>Computer equipment, monitor, and headset provided.</li></ol><p><strong>Essential Duties and Responsibilities:&nbsp;</strong></p><ul><li id=\"isPasted\"><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Supervise, develop, and coach CSRs to ensure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Perform tasks to ensure service level requirements are met.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Ensure agents understand and comply with all call center objectives, key performance standards, and policies.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Answer agent questions regarding best practices or difficult calls.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Assume leadership responsibility for departmental tasks and call center activities as required.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Create and deliver employee coaching.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Provide departmental leadership and works closely with Customer Service Representatives.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Participate in interviewing and the hiring process.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Support and enforce call center expectations as well as departmental and corporate policies and procedures.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Make recommendations to management for disciplinary actions up to termination.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Look for trends or issues within the call center based on the key performance indicators and suggests and implements process improvements and enhancements through various methods of approval.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Communicate pertinent program updates in a timely manner.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Promote a positive team-oriented and employee participative culture.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Participate in programs to recognize and reward quality performance.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW202517866 BCX8\"><span class=\"NormalTextRun SCXW202517866 BCX8\">Perform other related tasks as assigned.  </span></span></li></ul><p><span data-contrast=\"auto\" lang=\"EN-US\"><strong>Education and/or Work Experience Requirements:</strong></span></p><ul><li id=\"isPasted\"><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Bachelor&#39;s degree or equivalent work experience preferred.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW169154212 BCX8\">6 months of supervisor</span><span class=\"NormalTextRun SCXW169154212 BCX8\"> or leadership experience required.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Minimum 1-year customer service, leadership and team interaction skills required.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Communicate effectively in English, both verbally and in writing, clearly, professionally and fluently.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Use good judgment, ability to make independent decisions and proactively solve problems as required.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Respond professionally to difficult or tense calls/situations that may arise out of daily duties.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Organize simultaneous tasks for individual assignments and the workflow of others within the unit.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Must have PC skills (Microsoft Office) with an emphasis on Excel.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Ability to interact with all levels of management.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Demonstrated leadership skills and good interpersonal skills.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Demonstrated oral and written communication skills.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Prioritize and complete tasks within established contractual service levels required.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Proven ability to work as a team member.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Flexibility and willingness to perform other duties as assigned.  </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW169154212 BCX8\"><span class=\"NormalTextRun SCXW169154212 BCX8\">Embrace our winning Pearl Culture which promotes our employees&rsquo; desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork &amp; family atmosphere, quality, respect, transparency, and innovation.</span></span></li></ul><p><strong>Physical Requirements:&nbsp;</strong></p><p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. &nbsp;</p><p>The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The person in this position frequently communicates with co-workers, peers, management, and clients which may involve delivering presentations in-person and/or remotely. Must be able to access, exchange, communicate and converse accurate information in these situations. Constantly operates a computer, mobile phone and other IT peripherals. &nbsp;</p><p style='box-sizing: border-box; outline: none; --tw-shadow: 0 0 #0000; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; margin-top: 0px; margin-bottom: 1rem; line-height: 1.25; color: rgb(38, 35, 33); font-family: Circular, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, Oxygen, Ubuntu, Cantarell, \"Fira Sans\", \"Droid Sans\", \"Helvetica Neue\", sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><em style=\"box-sizing: border-box; outline: none; --tw-shadow: 0 0 #0000; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000;\">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.</em></p><p style='box-sizing: border-box; outline: none; --tw-shadow: 0 0 #0000; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; margin-top: 0px; margin-bottom: 1rem; line-height: 1.25; color: rgb(38, 35, 33); font-family: Circular, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, Oxygen, Ubuntu, Cantarell, \"Fira Sans\", \"Droid Sans\", \"Helvetica Neue\", sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><span data-teams=\"true\" style=\"box-sizing: border-box; outline: none; --tw-shadow: 0 0 #0000; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000;\"><strong style=\"box-sizing: border-box; outline: none; --tw-shadow: 0 0 #0000; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000;\">Background Investigation, Security/EQIP Clearance, and Drug Screen May Be Required</strong></span></p><p style='box-sizing: border-box; outline: none; --tw-shadow: 0 0 #0000; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; margin-top: 0px; margin-bottom: 1rem; line-height: 1.25; color: rgb(38, 35, 33); font-family: Circular, -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, Oxygen, Ubuntu, Cantarell, \"Fira Sans\", \"Droid Sans\", \"Helvetica Neue\", sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><strong style=\"box-sizing: border-box; outline: none; --tw-shadow: 0 0 #0000; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000;\"><em style=\"box-sizing: border-box; outline: none; --tw-shadow: 0 0 #0000; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000;\">Pearl Interactive Network, LLC 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.</em></strong></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>\n",
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