Customer Service Operations Supervisor - Global Contact Center Quality & Training Excellence

Join Pearson, a Global Leader in Education, and Shape the Future of Learning

Pearson is a world-renowned education company that is transforming the way people learn. With a rich history and a strong presence in the global education market, we are committed to creating innovative and engaging learning experiences that make a real impact on people's lives. As part of our Assessment & Qualifications division, we are seeking an exceptional Customer Service Operations Supervisor to lead our global Contact Center quality and training initiatives.

About the Role

As a Customer Service Operations Supervisor, you will play a critical role in ensuring that our Contact Centers deliver exceptional customer service to our clients and candidates worldwide. You will be responsible for developing and implementing training programs that equip our customer service teams with the skills and knowledge they need to excel in their roles. You will also oversee our quality assurance program, ensuring that we maintain the highest standards of quality and consistency across our global operations.

Key Responsibilities

• Team Supervision:
  • Supervise the Quality and Training team, setting goals, managing performance, and providing coaching and feedback.
  • Manage staffing to ensure coverage across hours of operation.
  • Identify and lead process improvements to optimize team performance and deliver consistent levels of service.
• Quality Assurance Program Management:
  • Manage the quality assurance program, including calibration processes and regular reporting on quality results.
  • Ensure consistent application of quality processes across all contact types.
  • Analyze quality number trends and implement improvements.
• Training Design & Delivery:
  • Determine training objectives and coordinate training programs for internal and HCL teams.
  • Conduct needs analysis for future training and ensure training records are maintained.
  • Monitor the success of training initiatives and keep current on quality research related to adult learning and customer support.
  • Direct global teams on best practices and build contact center reference material.
• Compliance:
  • Maintain accurate records and ensure compliance with audit requirements.

Essential Qualifications

To succeed in this role, you will need:

• A Bachelor's Degree or equivalent work experience.
• At least 2 years of experience in Contact Center training.
• Quality monitoring experience.
• 1+ year of formal leadership experience in a team environment.
• Excellent oral, written, and interpersonal communication skills.
• Demonstrated ability to lead a team and influence others.
• Customer service orientation, with sound judgment and critical thinking.

Preferred Qualifications

Ideally, you will also have:

• 5 years of Contact Center experience in a direct customer support environment.
• Experience with Pearson VUE native applications and tools, Pearson software release processes, and call recording applications.

Skills and Competencies

To excel in this role, you will need:

• 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.
• Proficiency in Windows Operating systems and other internal workflows.

Career Growth Opportunities and Learning Benefits

At Pearson, we are committed to helping our employees grow and develop in their careers. As a Customer Service Operations Supervisor, you will have opportunities to:

• Develop your leadership skills and expertise.
• Work on high-impact projects that drive business results.
• Collaborate with cross-functional teams and stakeholders.
• Stay up-to-date with industry trends and best practices.

Work Environment and Company Culture

Pearson is a remote-friendly organization that values flexibility and work-life balance. As a remote worker, you will be part of a global team that is passionate about education and committed to making a difference. We promote a culture of inclusion, diversity, and respect, where everyone can thrive and reach their full potential.

Compensation and Benefits

We offer a competitive salary range of $55k-60k, as well as a comprehensive benefits package that includes:

• Opportunities for career growth and development.
• A dynamic and supportive work environment.
• A commitment to diversity, equity, and inclusion.

Why Join Pearson?

Pearson is an exciting and dynamic organization that is shaping the future of education. By joining our team, you will be part of a global community that is passionate about making a difference. We are committed to creating a workplace that is inclusive, diverse, and supportive, where everyone can thrive and reach their full potential.

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As an Equal Opportunity Employer, we welcome applications from diverse candidates and are committed to creating a workplace that reflects the communities we serve.

To learn more about Pearson's commitment to diversity, equity, and inclusion, please visit our website. If you require reasonable accommodations due to a disability, please contact our Talent Experience Global Team.

Are You the One We're Looking For?

If you believe you have what it takes to excel in this role, we encourage you to submit your application. We are keen to hear from talented candidates like you who are passionate about customer service and committed to making a difference.