Seasonal Call Center Supervisor (TS)

Job Description

Job Description

The Call Center Supervisor leads a dynamic team of Intuit TurboTax Tax Specialist student agents on a day-to-day basis. This role is responsible for coaching specialists to perform at the highest levels, monitoring calls and real-time adherence for their team, and handling customer escalations. This role is pivotal in driving strong performance and quality assurance, training student agents, and managing schedules and attendance, all while fostering motivation and maintaining company culture. The Call Center Supervisor is a true driver of their team's success and is a leader in company culture.

This is a seasonal position with an expected end date of April 30, 2026 , or sooner depending on the needs of the organization.

Roles and Responsibilities

• Responsible for leading and managing a team of 20-30 Tax Specialist student agents supporting Intuit TurboTax Live and specializing in handling customer service inquiries.
• Assist Tax Specialists in advocating for customers by identifying their needs and guiding them to appropriate resources.
• Monitor and coach student agents and provide specific feedback to help them meet performance requirements, including quality, productivity, attendance, compliance, and disciplinary issues.
• Administer day-to-day schedules and attendance for your team of Tax Specialists.
• Coach and develop direct reports to meet and exceed call center goals.
• Resolve escalated customer concerns to determine appropriate action, balancing superior service with fiscal responsibility.
• Conduct staff meetings & coaching sessions to ensure effective communication and to issue feedback and coaching to Tax Specialists.
• Exhibit exceptional time management, organization, and prioritization skills.
• Timecard and payroll management.
• Maintain excellent working knowledge of company policies and procedures.
• Ability to work both independently and in a team setting within a fast-paced environment.
• Flexibility to work both AM and PM shifts and weekends, including some holidays.
• All other duties as directed by management.

Basic Qualifications

Exempt

AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP / EEO) STATEMENT :

Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W’s employees to perform their job duties may result in discipline up to and including termination of employment.

THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.