Are you a motivated and skilled professional? Pearson is now accepting applications from enthusiastic candidates for the position of Remote Senior Call Centre Administrator
Pearson is world’s learning company with more than 24,000 employees operating in 70 countries. They combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.
All employment decisions are based on qualifications, merit and business need. 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. We strive for a workforce that reflects the diversity of our communities.
Note
- Do not provide your bank account or credit card details when applying for jobs.
- You should never pay when applying for jobs.
Position
- Senior Call Centre Administrator
Salary
- Very Attractive
Location
- Remote
Job Schedule
- Full Time
PURPOSE OF THIS ROLE (SENIOR CALL CENTRE ADMINISTRATOR)
Success candidate will supervise and manage employees and the day-to-day activities and processes of the Scoring Support team with a strong customer-service and collaboration focus.
Responsibilities
- Serve as an answer point for General Representatives’ and Senior Representatives’ questions and concerns and serve as an escalation point.
- Perform a high amount of problem resolution, troubleshooting and diagnosing various customer issues.
- Monitor phone calls, emails and chats for quality and coaching as well as coach and develop General and Senior Representatives’ skill sets as needed.
- Solicit feedback from customers on how we can improve our level or service and support.
- Address any observed or reported conduct, attendance, or performance concerns.
- Monitor and help manage all project phone lines, phone queues, phone logins and phone adherence issues.
- Manage all aspects of project flexible scoring public and secure websites.
- Monitor and handle open tickets to the appropriate department for resolution. Escalate issues to appropriate management or departments and follow through to resolution.
- Monitor and manage all e-mail and chat queues and assign daily schedules for the queue to be cleared within an appropriate turn time.
- Manage the flow and dissemination of information to support staff and customers to ensure they have the information they need to be successful in their work.
- Monitor the schedule adherence of all General and Senior Representatives and place outbound calls to reps to cover shift in case of illness/term/abandonment/etc.
- Send a Daily Shift Report to management to create visibility to the Scoring Support’s Performance.
- Train new and existing employees on processes, procedures, policies, quality and performance expectations, call-center tools, and metrics.
- Assign special projects as needed or as call volumes allow to ensure General Representatives are making productive use of their time during periods of low call volume.
- Manage the outbound calling of various scoring issues at program/project management request.
- Assist management with process improvements.
- Perform other duties as assigned.
Requirements
- Bachelor’s degree or HND and experience is preferred.
- Knowledge of MS Office.
- Strong communication, interpersonal, leadership and organizational skills are required.
- A strong support and customer service-oriented attitude is required.
- Ability to prioritize and complete tasks to meet project and team needs.
- Ability to communicate effectively in English both verbally and in writing.
- Ability to provide after-hours support, including weekends, as needed.
- Previous supervisory or leadership experience is required.
Benefits
- Work remotely from anywhere in the world
- Flexibility of timetable
- Attractive salary
- Excellent opportunities for advancement in a growing organization.
How to Apply
The application is completely done online. Interested candidates should CLICK HERE to submit his/her application.
Note
- Do not provide your bank account or credit card details when applying for jobs.
- You should never pay when applying for jobs.
Required Documents
- Resume/CV
- Cover letter
Application Deadline
Not Specified
