Institute of Electrical and Electronics Engineers Supervisor Contact Center (E2988) in Piscataway, New Jersey
Supervisor Contact Center (E2988) - 240029 : MGT-A20
The overall purpose of this position is to service IEEE members, volunteers, customers, and direct reports with their IEEE needs while delivering a high-satisfaction experience. The incumbent in this position is primarily responsible for overseeing the service experience, by conducting real-time quality monitoring and coaching, managing the workload distribution, handling service escalations, and staff development. The role typically reports to the Contact Center Sr. Manager and supervises 5-10 in-person, hybrid, and/or remote direct reports located in the US and/or Global offices. The incumbent is expected to be a reliable source to resolve inquiries and escalations efficiently and effectively. They will maintain high satisfaction scores, and first contact resolution experiences, manage and measure daily performance, forecast scheduling needs based on volume trends, and provide an environment fostering teamwork. They will serve as an appropriate role model in setting the standard for professional, personal, and technical knowledge and self-development. The incumbent is a self-motivator and looks for opportunities to develop staff, seek out training to add value to the agent's skills and collaborate with colleagues to provide a best-in-class member experience. The Supervisor will establish connections with IEEE staff and vendors to build accessible, productive, and supportive relationships. The supervisor will emulate IEEE's leadership competencies and ensure that the associates as well as themselves, incorporate IEEE Core competencies in their daily work.
This position works under minimal supervision and is expected to be able to manage their workload while ensuring they are supporting the members, volunteers, customers, and staff. This role requires experience and skills in multi-tasking, managing Contact Center operations, decision-making, meeting deadlines consistently, and time management skills. The Supervisor must be highly organized and strive for accuracy in the tasks and projects given.
The IEEE Contact Center Supervisor will work Monday – Thursday, 9:00 am to 5:30 pm, and Friday, 8:00 am – 4:30 pm Eastern Time, and possess the flexibility to cover our remote and Global staff as business needs dictate.
Skills and Requirements
As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.
PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.
='For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under ' Category I - Office Positions '.
'IEEE is an EEO/AAP Employer/Protected Veteran/Disabled
'Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. '
Job : Customer Service
Primary Location : United States-New Jersey-Piscataway
Schedule : Full-time
Job Type : Regular
Job Posting : Feb 12, 2024, 9:19:18 AM
Req ID: 240029