Seasonal Call Center Supervisor (TS)

Seasonal Call Center Supervisor (TS)

The Call Center Supervisor leads a dynamic team of Intuit TurboTax Tax Specialist student agents on a day-to-day basis. This role is responsible for coaching specialists to perform at the highest levels, monitoring calls and real-time adherence for their team, and handling customer escalations. This role is pivotal in driving strong performance and quality assurance, training student agents, and managing schedules and attendance, all while fostering motivation and maintaining company culture. The Call Center Supervisor is a true driver of their team's success and is a leader in company culture. This is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization.

Roles and Responsibilities

Responsible for leading and managing a team of 20-30 Tax Specialist student agents supporting Intuit TurboTax Live and specializing in handling customer service inquiries. Assist Tax Specialists in advocating for customers by identifying their needs and guiding them to appropriate resources. Monitor and coach student agents and provide specific feedback to help them meet performance requirements, including quality, productivity, attendance, compliance, and disciplinary issues. Administer day-to-day schedules and attendance for your team of Tax Specialists. Coach and develop direct reports to meet and exceed call center goals. Resolve escalated customer concerns to determine appropriate action, balancing superior service with fiscal responsibility. Conduct staff meetings & coaching sessions to ensure effective communication and to issue feedback and coaching to Tax Specialists. Exhibit exceptional time management, organization, and prioritization skills. Timecard and payroll management. Maintain excellent working knowledge of company policies and procedures. Ability to work both independently and in a team setting within a fast-paced environment. Flexibility to work both AM and PM shifts and weekends, including some holidays. All other duties as directed by management.

Basic Qualifications

3+ years of experience in a call center or customer service role. 2+ years of leadership experience. College degree is a plus but not required. Experience in handling customer escalations while providing excellent customer service to clients. Demonstrated ability to monitor, coach, and provide effective feedback to agents to meet performance requirements, including quality, productivity, attendance, compliance, and corrective discipline. High level of integrity and professionalism in dealing with confidential information. Strong computer skills & proficiency in Microsoft suite of products. Strong analytical and problem-solving skills. Excellent written, verbal, and interpersonal skills with proven results in leading a team of agents successfully. Ability to multi-task and perform in a fast-paced environment. Embrace feedback and approach work with a "growth" mindset. Must have (or be willing to obtain) a dedicated hardwired internet connection that meets Intuit security criteria.

$45,000 - $55,000 a year Exempt

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