Service Center Supervisor

Parchment Deerfield , IL 60015

Posted 4 weeks ago

Parchment is a Scottsdale, AZ based software-as-a-service education company with offices in Deerfield, IL, Roseville, CA, Denver, CO, and Grand Rapids, MI. Our mission is to unleash education credentials by unlocking the critical data they embody. We are fundamentally changing how transcripts and other education credentials are moved and used. Our customers include more than 10 state departments of education, nearly 9,000 schools and universities and hundreds of thousands of individuals trust and rely on Parchment software to manage and deliver millions of transcripts and other student records each year.

We are looking for an operations professional to spearhead the growth and development of our Deerfield, IL based customer service team. This team is a critical piece of our service model as they are the main point of contact for students and alumni ordering transcripts, parking permits, and more. They serve as the face of Parchment to our students and the Service Center Supervisor would help to ensure quality and support at all levels.


  • Hiring, training, and preparing service center representatives to respond to customer questions and complaints and troubleshoot problems with services or products via phone, chat, and email.

  • Ensuring agents understand and comply with all service center objectives, performance standards, and policies.

  • Answering agent questions regarding best practices or difficult calls.

  • Identifying operational issues and suggesting possible improvements.

  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

  • Preparing reports and analyzing data to assist management as they determine service center goals.

  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.


Desired Qualifications:

  • Associate degree or equivalent experience

  • Service center, call center, customer service, or supervisory experience in a fast-paced, highly regulated environment.

  • Experience leading teams that are geographically dispersed and include fully remote agents as well as office-based agents

  • Proficiency with technology (computers, software applications, and phone systems). Experience with Salesforce a plus.

  • Exceptional verbal and written communication skills.

  • Ability to coach, train, and motivate employees and evaluate their performance against a defined set of objectives and metrics.

  • Excellent problem solving, leadership, and customer service skills.

  • Analytical, efficient, and thorough.

  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours. Willing to rotate and flex work hours to support agents and customers across a variety of shifts and time zones.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Service Deliver Manager/ Enterprise Accounts Product Manager


Posted 2 days ago

VIEW JOBS 4/3/2020 12:00:00 AM 2020-07-02T00:00 ADP is currently hiring a Service Delivery Manager for our Celergo team. The Service Delivery Manager is responsible for ensuring the overall quality and consistency of service delivered to the client, while maximizing Celergo's contribution profitability and increasing client satisfaction on Celergo's largest and most complex accounts. The Service Delivery Manager's goal is to turn the management of each account from being reactive to proactive. The SDM is to be proactive, relationship focused, and generating revenue while retaining the client business. The SDM is also responsible for understanding each client specific process in order to make key recommendations for improvements and efficiency gains. The SDM must also work with his/her team members in other regions to effectively roll-up data, reports, and roll out new processes relating to the account. This position reports to the Manager of SDMs. Each client account manager that works on specified enterprise accounts will be responsible for informing the SDM of client status, issues, and recommendations that will need to be managed by the Service Delivery Manager. At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP. We strive for every interaction to be driven by CORE our values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility. Essential Duties & Responsibilities Ensure accuracy and timeliness of each Enterprise Client's payrolls globally. 1. Holding CAMs accountable for internal and external deliverables and deadlines by reviewing monthly checklists and related metrics for real-time status updates of the payroll. 2. Review defects or gaps in each client's process to determine how to streamline the payroll process. 3. If applicable, coordinate with the respective Regional Team Leads to make recommendation on how to increase productivity and efficiency. Provide clients with: 1. Strong critical problem solving results by being available and proactively anticipating issues that may arise. 2. Strong project management and project execution for client-specific projects. Ensure there are change control documents and/or work orders specifications for out of scope projects with agreement of fees in advance of project initiation. 3. Keep clients contained to our scope of services by driving the terms of each specific SOW and ensure we are billing for all services accordingly. 4. Create and deliver a cohesive playbook to the client. This should be delivered to the client within a pre-determined frequency, along with ensuring the playbook is kept up to date. This is and should be a fluid document that continues to grow. 5. Standardized Metrics on a monthly basis, by the 10th of the following month. Coordinate a quarterly call with the client to discuss metric trends and remediation plan--potentially on-site. Quarterly Business Reviews delivered to the client highlighting wins and areas requiring focus and the plan therein. Manage the assembly and delivery of timely and accurate client-custom reports, including ensuring all CAMs are completing timely inputs of needed data. * Inclusive of global aggregated reports, GLs, and/or Billing templates. Responsibility for interacting with the client, client's complete satisfaction with Celergo, and meeting or exceeding client contractual Service Level Agreements, including: * Serves as the first point of escalation internally and externally ensuring effective escalation management, conduct root cause analysis and develop action plans for resolving recurring issues. * Meeting with clients to ensure the soundness of ADP's Celergo's overall relationship with the account. Train, coach, and assist client team members to take-over and execution of key client account management duties--create redundancy within the team. * Net Promoter Score (NPS) Account Owner and SDM is responsible for following up with the client and putting corrective measures in place. * Creates initiatives and tasks that improve processes, efficiency, team effectiveness and/or customer service levels. * Provide clear visibility to the client in reduction of errors. * Eliminate client pain points and client dissatisfaction. * Roll out satisfaction survey for services rendered within a month. * Reduce client escalations. Ensure each client payroll calendar is managed timely and effectively. Review CAM checklist and/or CGC dashboards to have real-time results. Work with Regional Team Leads along with Regional Leaders to ensure back-up coverage and cross-training is in place for client globally. Work with team to ensure ICP expertise and country compliance is appropriate to support client. * Make recommendations when an ICP fit or services are not up to Celergo or the client's standard--if there is direct negative impact on payroll execution consistently. * Follow-through of escalation process and making the Partner Management Team aware QUALIFICATIONS REQUIRED * Passion - Client Service Management * Education -- Bachelor's degree from an accredited four-year college or university * Experience -- Minimum of 2 years of related managerial and leadership experience in a service environment, preferably in Celergo * Ability to travel * Excellent written and verbal communication skills. * Ability to maintain priorities in a constantly changing environment. * Strong organization skills. * Expertise using MS Office applications. * Bilingual language skills are a plus. We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE® Magazine, and recognized by DiversityInc® as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity. At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. ADP Deerfield IL

Service Center Supervisor