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Supervisor, Student Services
Boldyn Networks. Lead a team of call center agents while providing direct customer support.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading call center operations, providing exceptional customer support, and managing team performance through effective coaching and feedback. Proficient in collaborating with technical and operational teams to enhance service delivery and mitigate risks.
Highest-signal resume keywords
Call Center LeadershipCustomer Service ExcellenceCoaching And DevelopmentEscalation ManagementWorkforce Management Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call Center OperationsPerformance FeedbackProblem-SolvingScheduling ManagementTechnical Support
Soft Skills
Communication SkillsOrganizational SkillsTeam Engagement
Tools & Technologies
ServiceNowWorkday
Industry Keywords
Client Service ManagementStudent CommunicationsLegal Risk Mitigation
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Lead a team of call center agents while providing direct customer support.
- Serve as the department’s subject matter expert and partner with colleagues to resolve student and client issues.
- Serve as the primary liaison for Client Service Managers, supporting call reviews, client service requirements, stewardship reporting, special requests, and student communications.
- Lead system readiness efforts for new clients in partnership with IT Services and coordinate activities supporting successful launches.
- Manage team schedules, shift coverage, and timecard processes.
- Oversee student communications and review notifications for accuracy, clarity, and appropriateness.
- Lead monthly one-on-one meetings and provide coaching, actionable feedback, technical development, and quality assurance support.
- Foster team communication and engagement through regular meetings and information sharing.
- Provide direct customer support and resolve escalated student and client issues with internal teams.
- Mitigate legal risks and protect the company’s interests.
Requirements
What you’ll need- 3+ years of experience in a call center, customer service, or technical support environment, including supervisory or team leadership experience.
- Demonstrated experience coaching and developing employees and providing timely, constructive performance feedback.
- Strong customer service, problem-solving, and escalation management skills.
- Excellent written and verbal communication skills, with the ability to work effectively across departments.
- Strong organizational skills and the ability to manage staffing, scheduling, and multiple operational priorities.
- Experience collaborating with technical and operational teams to resolve issues and support client needs.
- Proficiency with support and workforce management systems such as ServiceNow and Workday.
- Ability to work a Panama schedule and varying shifts based on business needs.
Benefits
Comp & perks- Annual Bonus
- Learning and development opportunities
- Competitive benefit packages
- Paid Parental Leave
- Vacation starting at 15 days increasing with length of service
- 10 days paid sick leave
- 4 days off each year to volunteer