Experienced Customer Service Supervisor – Global Contact Center Quality and Training

At arenaflex, we're on a mission to revolutionize the way people learn and grow. 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 exceptional Customer Service Supervisor to join our team and help us achieve our vision.

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 a strong sense of belonging and an inclusive culture are essential to our success, and we're dedicated to building a workplace where talent 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 innovating to meet the changing needs of the global population.

Job Summary

As a Customer Service Supervisor at arenaflex, you'll be responsible for leading our global Contact Center quality and training initiatives. You'll work closely with our Contact Center Management team, EMEA, APAC, and Business Process Outsourcing leaders to develop and implement training programs that meet the needs of our employees and customers. Your expertise in quality assurance, training design, and delivery will be essential in ensuring that our contact centers provide exceptional customer service and meet our high standards.

Key Responsibilities

* Team Supervision: Supervise the Quality and Training team, including establishing and measuring goals, performance management, coaching & feedback, and training & development.

• 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.
• 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.
• Compliance: Maintain and instruct others to keep accurate records (across centers). Responsible for staying audit compliant.

Essential Qualifications

* 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

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.

What We Offer

* Competitive salary

• Opportunity to work with a leading education company
• Collaborative and inclusive work environment
• Professional development and growth opportunities
• Comprehensive benefits package

How to Apply

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

About arenaflex's Commitment to Diversity, Equity, and Inclusion

arenaflex is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. 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. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. Apply for this job