Job Summary

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.





Key Responsibilities

• Member Facing and Support


• Interacts with IEEE members, volunteers, customers, and staff daily with a focus on providing excellent service and first-contact resolution


• Troubleshoots technical challenges and provides prompt and professional high-quality service and solutions


• Pro-actively responds to member and client inquiries on all channels when volume dictates, operating within the established metrics, and provides swift and accurate service at all times


• Operations


• Identifies and manages the day-to-day workload distribution throughout the shift


• Makes timely decisions under tight deadlines and communicates accordingly


• Works closely with staff to design an attainable plan to meet or exceed performance goals


• Interfaces with department management to communicate shift events, resolve escalated issues, maintain transparency, and ensure the management team is aware of events and issues


• Makes recommendations for policies and procedures to improve the member experience when the opportunities present themselves


• Takes a proactive approach and collaborates with management to ensure we are staffed appropriately for US and non-US holidays


• Collaborates with management to review the "Business Continuity Plan" every 6 months to ensure all updates are made and provided to staff


• Attends ongoing training to develop job skills, products/services knowledge, and Contact Center Skills


• Recommends process improvements for optimal service, participates on teams in support of the department objectives and other responsibilities as designated by the department


• Staff Management


• Conducts real-time and daily/weekly monitoring sessions and documents progress. Manage to maintain performance, identify improvements, and/or lost opportunities, and coach toward delivering an outstanding experience in every interaction


• Communicate volume drivers and all relevant “need to know” information during daily huddles to ensure staff is prepared to assist the members


• Provide monthly/quarterly reports with “Voice of the Customer” analysis driven by staff surveys, first contact resolution, and quality scores to present when requested


• Operates as a "Front Line Service Professional" by projecting professionalism, and being a role model and leader


• Counsels and supports staff's career path, training, and developmental needs accordingly. Ensure all training material and training sessions are kept up to date and the staff is fully trained consistently


• Oversees and coordinates the IEEE Contact Center Outreach initiatives and ensures staff is trained to conduct outreach year over year


• Coordinates all support necessary for our business partners (vendors) related to fulfillment

Education

• Bachelor's degree or equivalent experience equivalent combination of education and experience will be considered

Work Experience

• 4-7 years supervisory experience in a high volume call center

Skills and Requirements

• Ability to work with minimum supervision


• Must be experienced in people management and staff development


• Seeks out technical solutions to business challenges


• Strong knowledge of MS Office Applications (Word, Excel, PowerPoint, Access), Google Suite


• Intermediate to Advanced knowledge of internet browsers, email clients such as Google, technical troubleshooting skills


• Good understanding of Social Media


• Must be able to operate in a remote and electronic environment


• Must also be able to successfully operate the IEEE Membership database system


• Must be able to present in a manner that is easily understood by individuals within the IEEE and by highly educated individuals for whom English may be a second language. These stakeholders will be our customers who may include members of the IEEE Board of Directors and its committees


• Excellent oral and written communications skills


• Strong organization skills


• Strong Analytical and technical skills


• Ability to manage multiple tasks simultaneously


• Experience servicing customers with diverse cultural backgrounds


• Ability to assume leadership role with staff


• Must have excellent communication skills with the ability to interact in a professional manner with all levels of staff, suppliers and volunteers

Other 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 + '.

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'IEEE is an EEO/AAP Employer/Protected Veteran/Disabled

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'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. '