Call Center Supervisor

IonTuition Manager

Are you ready for a fully-remote, work from home, professional customer service management role? Are you ready to level up your skills? Are you ready to work for an employee-focused company that makes a difference in customer's lives? If you answered "yes" to these questions, IonTuition may be for you!

*This is a 100% remote position. Candidates must have access to reliable internet connection.

Shift: Weekend and Evening availability required. Multiple locations: This position will be based remotely in one of the states listed: FL, IL, IN, MO, SC, VA.

Why Join Our Team?

IonTuition is an employee-driven organization where honest open communication and feedback is embraced. As an employee, you can also look forward to:

• Competitive benefits package including medical, dental, vision, and life insurance
• Advancement opportunities
• Diverse experience with supporting and working on IonTuition's various lines of business
• Work from home (WFH)
• Company provided equipment

The IonTuition Manager is responsible for overseeing the daily operations of assigned clients and/or business segments. Additionally, this position is responsible for the overall development of associates in assigned units, to include monitoring the productivity of the team, creating and implementing monthly improvement plans, and always maintaining quality customer service.

Duties and Responsibilities:

• Manage a team of Associates to include selection, work allocation, training, coaching and mentoring, problem resolution, performance evaluations, and corrective actions
• Manage daily operations of assigned clients and/or business segments
• Ensure that teams attain their monthly production goals
• Monitor, audit, and report key performance indicators (KPIs) and performance goals of subordinate staff to Senior Management
• Assist with the interviewing and selection of prospective candidates
• Mentor team members with regard to their quality of work and call/queue management
• Provide team members with constructive feedback on a regular basis; conduct 90-day and annual performance reviews
• Perform switch/complaint calls as needed
• Conduct operational training of new hires
• Achieve all Client Service Level Agreements of assigned clients and/or business segments
• Ensure teams strive to maintain compliance with all federal and state laws
• Maintain expert knowledge of Statement of Work standards and all laws and regulations governing the industry

Education and Experience:

• Bachelor's degree preferred or equivalent work experience, with at least one year of management experience in a related field
• Expert knowledge of all laws and regulations governing the industry highly preferred
• Strong knowledge of Microsoft applications including MS Word, Excel, PowerPoint, and Outlook

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid Time Off

Salary: starting at $50,000, depending on experience

At IonTuition, all aspects of employment including the decision to hire, promote, discipline, or discharge, are based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.