Pearson Hiring for Senior Customer Service Technical Support Administrator at Noida, India Full Time

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We 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.

Your Opportunity

As a Customer Service Supervisor, you will be responsible for maintaining the daily operations of the OnVUE Technical Support team, including staffing, coordinator productivity and effectiveness, performance measurements and ensuring excellent customer service. You will coach and develop the team, manage, and resolve escalated issues, and be a primary contact between our department and the business.

The Customer Service Supervisor provides direct support to our customer service teams to ensure the efficiency and effectiveness of our processes, as well as create and maintain SLAs. You will represent Pearson VUE to clients and candidates and present a service-focused, professional approach to our internal and external stakeholders, and be a positive contributor to the leadership team.

Primary Responsibilities

• 60% Team Management and Supervision

• Co-Lead and Supervise direct and indirect employees to delivery and maintain a high-quality customer experience.

• Develop new and existing employees through training, performance coaching, and providing effective feedback, and creating opportunity for employee learning and development

• Interview and make hiring decisions, including manage staffing needs/coverage across 24/7 customer support model.

• 30% Service Levels and Operations Management

• Monitor and manage queues (calls, emails, and cases) to meet key performance indicator requirements. Manage team bandwidth and task assignments.

• Assist with reporting of customer service metrics. Identify and analyze trends and changes to identify opportunities for increasing efficiency and quality of service.

• Act as an escalation point for problems and successes; assist with internal and external communication (escalated or otherwise) as required to meet the needs of the business.

• 10% Project Management and Other Responsibilities

• Identify and report issues or areas of operational inefficiency and provide solutions to improve processes; Provide project management support for implementation of process improvements and updates and other customer service projects

• Support internal teams in long- and short-term business projects. Demonstrate an understanding of the Business and its Stakeholders

• Other team projects as assigned

REQUIRED SKILLS AND ABILITIES 

Education and Experience:

• Bachelor’s degree or equivalent work experience

• 4+ years of experience in customer service

• 2+ years of leadership experience

Skills, Knowledge, and Abilities:

• Demonstrated ability to lead a team

• Ability to learn and adapt in a fast-paced environment

• Customer service oriented, capable of applying sound judgment and critical thinking

• Excellent oral, written, and interpersonal communication skills

• Ability to demonstrate reliability and responsibility to ensure departmental needs are met

• Strong time management skills

• Working knowledge of Microsoft Teams and Office products

• Salesforce experience preferred

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 7911