Overview
At ACT, Your Work Makes a Difference
Education has power – a power that changes lives forever. It creates opportunities that lift up individuals, their families, and sparks societal change that echoes through generations to come. From our grassroots we have fought the good fight for equity in education, and we remain devoted to helping anyone who struggles to access that power. This is what matters to us and we must do better — we’ve never been more sure of our purpose.
ACT team members are part of an organization dedicated to a mission that has never been more important: Helping people achieve education and workplace success. Advancing that mission within our organization, by helping our team members achieve education and workplace success of their own, is core to our values.
We want our team members to have the well-being and confidence they need to do their best work, in an environment where both they and ACT thrive. To support this, our total rewards include company paid life insurance, medical, dental, vision, flexible spending accounts, 403B with company contributions, paid holidays, paid time off, and so much more. You can find a comprehensive list of our benefits here.
Location: Remote
Work Hours: Standard 40-hour work schedules are typically set up between the hours of 7 am and 6 pm, Central Time Zone, Monday through Friday. Position requires flexibility to work different/extended hours during the week and periodically on the weekends as needed. Changes in the work schedule are typically planned in advance.
Start Date: The position is scheduled to start in early to mid-November.
We are looking to fill a Supervisor, Customer Support position with an individual who has at least 2 years of experience leading teams in a contact center environment to help us fulfill our mission. This position will have direct reports that are both remote and on-site in both full-time and part-time positions.
Starting Pay is $25/hour with competitive benefits and generous paid time off. This position is not incentive eligible.
As a Supervisor, you are responsible for ensuring that front line agents are set up for success. You will lead a team of approximately 15 customer support agents who respond to phone, email or chat requests from customers and will set the direction and culture of your team by managing daily workload and individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a servant leader.
What you will be working on:
- Instill ACT’s Customer Support Ethos within the team and ensure that standards for productivity and quality are achieved by the team
- Monitor team member performance and participate in and provide input to team member performance management process
- Identify and eliminate barriers around accuracy, productivity, and quality
- Communicate policies to agents as the primary point of contact for the team, provide follow up to ensure consistency and compliance
- Assist in resolving escalated customer contacts and lead effort to achieve satisfactory resolution
- Actively seek innovative solutions to meet customer needs and enhance the customer experience; communicate trends to leadership
- Work with cross-functional teams to ensure consistent and high-quality support
- Identify opportunities to improve customer support-related processes and contributes to implementation of solutions
- Act as an advocate for both the customer and agents
- Provide training and guidance of new product features and contractual obligations to support customer needs
- Maintain an agent feedback process that ensures agents have a voice in matters that improve the customer experience and the business
This could be the job for you if you have (minimum requirements):
- A minimum of 2 years of experience that includes demonstrated success leading teams in a contact center operation
- Experience with office productivity tools and systems, such as Microsoft Office Suite, Salesforce.com
- Good coaching skills, relationship management and leadership abilities; ability to develop team members to grow and expand their skills and abilities
- Ability to work effectively with individuals inside and outside the organization; ability to work both independently and as part of a team
- Ability to communicate effectively across all levels in the organization; good small group facilitation skills
- Acts decisively with sound judgement; uses data to analyze options and form opinions
- Uses subject matter knowledge and skills to effectively acquire and apply information
- Ability to apply continuous improvement to existing processes and programs Innovation – develops ideas that are new, better, or unique; embraces and promotes diverse perspectives
- Ability to manage change and navigate positively in an environment experiencing change at a fast pace; manage competing priorities and meet or exceed deadline expectations
- Uses self-starter approach, ability to multi-task, proactively anticipates and acts on information and details needed, completes tasks with little to no direction
- Remains current in area of expertise, seeks opportunities to expand and grow skills
- Takes responsibility and follows through on commitments; acknowledges and learns from mistakes without blaming others; recognizes the impact of one’s behavior
- High school diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
It’s a plus if you have:
- Expertise with continuous improvement, such as Lean
- Experience in education and/or assessment industries
- Bachelor’s degree in business, marketing, or related area