Here is the most remote job opening at Pearson. Pearson is currently seeking applications from qualified applicants for the role of remote Senior Call Centre Administrator.
Pearson is the world’s largest learning corporation, employing over 24,000 people in 70 countries. They integrate world-class educational material and assessment with services and technology to enable more effective teaching and individualised learning at scale. We think that where learning thrives, people thrive as well.
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Education, Skills and Knowledge
- Bachelor’s degree or comparable education and experience is preferred. Knowledge of MS Office.
- Knowledge of Excel and Word is required.
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- Strong communication, interpersonal, leadership and organizational skills are required.
- A strong support and customer service-oriented attitude is required.
- Ability to prioritize and complete tasks to meet project and team needs.
- Ability to communicate effectively in English both verbally and in writing.
- Ability to provide after-hours support, including weekends, as needed.
- Previous supervisory or leadership experience is required.
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Basic Purpose and Objectives
Supervise and manage employees and the day-to-day activities and processes of the Scoring Support team with a strong customer-service and collaboration focus.
Organizational Relationships
Reports to and receives direction from:
- Scoring Support Manager (primary)
- Director, Scoring and Business Operations (secondary)
Overall Functions and Responsibilities
- Serve as an answer point for General Representatives’ and Senior Representatives’ questions and concerns and serve as an escalation point.
- Perform a high amount of problem resolution, troubleshooting and diagnosing various customer issues.
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- Monitor phone calls, emails and chats for quality and coaching as well as coach and develop General and Senior Representatives’ skill sets as needed.
- Solicit feedback from customers on how we can improve our level or service and support.
- Address any observed or reported conduct, attendance, or performance concerns.
- Monitor and help manage all project phone lines, phone queues, phone logins and phone adherence issues.
- Manage all aspects of project flexible scoring public and secure websites.
- Monitor and handle open tickets to the appropriate department for resolution. Escalate issues to appropriate management or departments and follow through to resolution.
- Monitor and manage all e-mail and chat queues and assign daily schedules for the queue to be cleared within an appropriate turn time.
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- Manage the flow and dissemination of information to support staff and customers to ensure they have the information they need to be successful in their work.
- Monitor the schedule adherence of all General and Senior Representatives and place outbound calls to reps to cover shift in case of illness/term/abandonment/etc.
- Send a Daily Shift Report to management to create visibility to the Scoring Support’s Performance.
- Train new and existing employees on processes, procedures, policies, quality and performance expectations, call-center tools, and metrics.
- Assign special projects as needed or as call volumes allow to ensure General Representatives are making productive use of their time during periods of low call volume.
- Manage the outbound calling of various scoring issues at program/project management request.
- Assist management with process improvements.
- Perform other duties as assigned.
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Working Conditions
- Office environment
- Remote Work
*This will be a remote (work from home) position. Equipment will be provided for this assignment.
How To Apply: Remote Job Opening at Pearson
Interested candidates should CLICK HERE TO APPLY ON THE OFFICIAL WEBSITE
Note
- Do not provide your bank account or credit card details when applying for jobs.
- You should never pay when applying for jobs.
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