Call Center Supervisor

Pearl Interactive Network

Pearl Interactive Network is sourcing Call Center Supervisors for Future Opportunities.

The Call Center Supervisor is responsible for providing first-level supervision and leadership to Customer Service Representatives to meet program objectives and designated contract service level agreements. Applicants must reside in the Laguna Niguel, CA area and must be able to work in facility.

Why choose Pearl Interactive Network?

Join Our Team and embrace the winning Pearl Culture which promotes our employee’s desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone-certified social enterprise, we take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.

Pearl offers a Competitive Compensation and Benefits package to include:

  • Salary Range (DOE): $60K – $80K
  • Medical, Dental, Vision, and Life Insurance
  • Paid time off, Paid holidays
  • 401K eligibility
  • Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours: 5 am – 5 pm PST Monday – Friday

Locations: Laguna Niguel, CA

Job Duties:

  • Work with the Call Center Manager to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning. Establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs.
  • Quickly establishes rapport with callers, asks probing questions to identify concerns, and applies knowledge of immigration enforcement/detention to assessing caller concerns.
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Ensure Quality Assurance metrics are in place and facilitate proper reporting to the government.
  • Supervise the Call Center Operators and Analysts, maintain staffing schedules and manage daily operations.

Job Requirements:

  • Bachelor’s Degree and five years of experience; or a Master’s Degree with four years of experience; or an Associate’s Degree with eight years of related experience; or ten years of related experience with no degree
  • A minimum of six years of supervisory experience in responding to requests for information and searching automated systems for data. Prior Law Enforcement or immigration-related experience is preferred
  • Knowledge and experience working with RAD Apps; including CRM tools.
  • Bi-lingual, Spanish and English required.
  • Excellent reading comprehension, writing, and communication skills that include the ability to effectively communicate with personnel of various backgrounds.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Investigation, Government Security Clearance, Drug Screening and Skills Assessment Required

Pearl Interactive Network, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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