Supervisor, Student Advising (Remote)

Benefits

Additional Information

We believe in the power and joy of learning At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Cengage Work helps learners gain the skills they need to succeed in today's job market. Through flexible, affordable online courses and career-focused training programs, Cengage Work supports individuals, institutions and employers in preparing for high-demand fields like allied health, cybersecurity, manufacturing, skilled trades and beauty education. With partnerships across thousands of institutions and a leading position in career and technical education, the business expands access to non-degree credentials and delivers practical, job-ready outcomes for learners at every stage of their career journey. To date, Cengage Work has helped millions of learners gain employable skills, complete required trainings and pursue new career paths. Our culture values inclusion, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/ . The ed2go Student Services team collectively supports more than 130,000 online learners annually, across the United States and Canada. The Supervisor, Customer Support is responsible for delivering a consistently exceptional customer experience by leading, developing and managing a team of Support Representatives to provide Customer First, world-class service. The Supervisor will drive frontline Service Excellence through rigorous Quality Assurance, performance management, structured coaching, and accountability for service metrics. Using insights from audits, this people leader will provide regular feedback and coaching to develop agent capability in customer interaction & case resolution and ensures alignment with values, expectations and performance. This role is accountable for raising the bar on service quality. What you'll do here: Quality Assurance & Performance Management Conduct frequent Quality Audits to evaluate customer interactions; ensure consistency in empathy, tone, accuracy & resolution. Use rubrics to assess quality, calibrate performance and provide consistent, objective evaluations. Identify trends & gaps in interactions; set the standard on service quality and translate insights into development priorities Conduct weekly check-ins to identify strengths & opportunities for improvement, review performance, and reinforce expectations. Set clear expectations & guide agents to consistently meet or exceed them Maintain detailed documentation of performance metrics, coaching conversations, and development plans. Coaching & Development Lead individualized coaching and development plans based on QA results, performance data & growth goals. Develop agent capability through observation-based feedback and skill-building aligned with Customer First service; world-class interactions, problem solving, and case resolution. Support New Hire onboarding, system navigation, and early development to accelerate ramp-up and role readiness. Design & lead and training workshops aligned with adult-learning standards; scenario-based, role plays, practice & mastery. Assist in the development and implementation of quality improvement programs to increase satisfaction, drive productivity and improve service levels. Performance Leadership & Operations Provide day-to-day leadership of team activities to ensure coverage, productivity, and achievement of KPIs. Supervise queues, escalate issues, and provide real-time support to resolve customer inquiries accurately & efficiently. Drive measurable improvement of key service metrics (QA, Agent Growth, Resolution rates, & CSAT) by reviewing results, setting goals, & tracking progress. Clearly communicate expectations, process changes, and priorities to the team. Collaborate with peers and leadership to find opportunities to improve workflows, training materials, and customer-facing processes. Manage scheduling, timecard approvals, and resourcing strategies within your team and in collaboration with other supervisors Use discretion and independent judgment to resolve complex and escalated supervisor queue inquires while maintaining a balance between company policy and customer benefit. Skills You Will Need Here Experience leading teams in r

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