Job Summary
We are seeking an exceptional Supervisor of Global Customer Service Operations to lead our training and quality assurance initiatives across the globe. As a key member of our team, you will be responsible for developing and delivering comprehensive training programs, managing a globally consistent quality management program, and ensuring that our customer service teams provide exceptional service to our clients and candidates. If you have a passion for customer service, training, and quality assurance, and are looking for a challenging and rewarding role, we encourage you to apply.
About Pearson
Pearson is a leading education company that adds life to a lifetime of learning. We create vibrant and enriching learning experiences designed for real-life impact. With five business divisions and several corporate divisions, we are committed to delivering on our strategic vision of being 100 percent digital. Our company culture values diversity, equity, and inclusion, and we strive to create a workplace where talent can learn, grow, and thrive.
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.
- With Contact Center leadership, ensure consistent application of quality processes across all contact types.
- Analyze and report on quality number trends and improvements.
Training Design & Delivery
- Determine training objectives and coordinate and/or facilitate training programs for internal or HCL 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 and 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, including global material that requires translation.
Compliance
- Maintain and instruct others to keep accurate records across centers.
- Ensure compliance with audit requirements.
Essential Qualifications
- Bachelor's Degree or equivalent work experience.
- Minimum of two years of experience in Contact Center training.
- Quality monitoring experience.
- 1+ years of Formal leadership experience in a team environment.
Preferred Qualifications
- 5 years Contact Center experience in direct customer support environment.
Skills, Knowledge, and Abilities
- 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.
Career Growth Opportunities and Learning Benefits
At Pearson, we are committed to the growth and development of our employees. We offer a range of learning benefits, including training programs, mentorship opportunities, and career development resources. Our employees have the opportunity to work on challenging projects, collaborate with cross-functional teams, and contribute to the company's strategic vision.
Work Environment and Company Culture
We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Our company culture is built on the principles of diversity, equity, and inclusion, and we strive to create a workplace where talent can learn, grow, and thrive.
Compensation, Perks, and Benefits
Our compensation package is competitive and influenced by a wide array of factors, including skill set, level of experience, and specific location. The full-time salary range for this position is between $55k-60k. We also offer a range of perks and benefits, including opportunities for career growth and development, a dynamic and inclusive work environment, and access to cutting-edge technology and tools.
Conclusion
If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Supervisor of Global Customer Service Operations, you will have the opportunity to lead our training and quality assurance initiatives, contribute to the company's strategic vision, and grow and develop your career. We look forward to hearing from you!
Apply now and join our team!
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