Senior Call Center Administrator

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible.
From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.
We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better.
By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
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.
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.
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.
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.
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.
Working Conditions Office environment Remote Work What to expect from Pearson Did you know Pearson is one of the 10 most innovative education companies of 2022? At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine.
We do this by creating vibrant and enriching learning experiences designed for real-life impact.
We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets.
To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education.
Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer.
Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging.
We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential.
Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work.
People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify.
We want a team that represents a variety of backgrounds, perspectives and skills.
The more inclusive we are, the better our work will be.
All employment decisions are based on qualifications, merit and business need.
All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law.
We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.
com.
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It will not be seen by those involved in making decisions as part of the recruitment process.
Job: CUSTOMER SERVICE Organization: Assessment & Qualifications Schedule: FULL\_TIME Req ID: 13914 \#location