Job Number: 27997436 Full/Part Time: Full Time Schedule: 8AM - 5PM Salary: $61,800 - $110,000
Position Information The BearHelp Supervisor, with the help and under the guidance of the Bear Help Manager, will be responsible for the support, coaching, development and supervision of a group of BearHelp customer service agents. This role will identify feedback and coaching opportunities for an assigned team and handle more complex or escalated issues as they arise. The BearHelp Supervisor will provide leadership, guidance, performance management and accountability for key performance measures and ensure that BearHelp customer service agents meet all service level objectives and business objectives. The BearHelp Supervisor will be responsible for day-to-day functional supervision of a BearHelp customer service agent group; provide operational support on the call center floor (backline support, employee relations issues, performance issues, operating systems and facility items); resolve customer complaints and answer customers' questions regarding policies and procedures; improve customer satisfaction and call quality via call monitoring and providing effective feedback to BearHelp agents; provide employees with guidance in handling difficult or complex problems and help resolve escalated complaints or disputes; and supervise the work of customer service advisors to ensure adherence to quality and conduct yearly performance reviews.
This position is classified as ON-SITE.
The full salary range for the Bear Help Supervisor is $61,800 to $110,000 annually. However, the expected pay scale for this position is UP TO $90,000 annually. UCR bases salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.
Applicants must have current work authorization when accepting a UCR staff position. Currently, UCR is unable to sponsor or take over sponsorship of an employment Visa for staff.
As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of 'Up to Date' Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is ten weeks after their first date of employment.
Education Education Requirements
Degree Requirement Bachelor's degree in related area and/or equivalent experience/training. Required
License Requirement California Driver's License Required
Experience Requirement Experience working in a higher education environment Preferred 4 - 7 years of related experience. Required Previous supervisory/managerial experience. Preferred
Minimum Requirements Special Condition Requirement Must pass a background check. Required Occasional travel for University-related business meetings, conferences, and developmental opportunities. Required Occasional Travel Outside of Normal Business Hours Required Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles, if driving a university/personal vehicle for university related business. Required
Preferred Qualifications Excellent oral and written communication skills. General knowledge of other areas of IT. Ability to use diplomacy when dealing with location officials, medical professionals, professors or managers. Requires independent judgment and strong organization and communication skills and customer service focus. Experience with a wide range of application software packages. Thorough knowledge of desktop and business/technical support systems, including working knowledge of microcomputer and workstation hardware, operating systems and network hardware and software. Demonstrated ability to oversee and develop tools to aid day-to-day operations and functions. Ability to correctly diagnose problems and determine source of problem (hardware, operating system or software). Working knowledge of IT-related products and services. Thorough knowledge of supervisory and leadership techniques in managing staff.
Additional Information Experience in supervision and management of students and other employees in a university environment.