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Job Title: Call Center Supervisor
Physical Location: 2830 West Jackson Street, Tupelo MS 38803
Reports To: Call Center Manager
Working Conditions: Normal, no adverse or hazardous conditions
Job Group Category: Non-Exempt
Friday, 8 am
Direct specialists to ensure performance goals for supporting our branch staff are achieved. Monitor and assess customer service standards of individual specialists and recommend training. Frequently communicate ideas and concerns with upper management of the Call Center regarding operational issues. Ensure compliance with bank and regulatory policies and procedures.
Principal Duties and Responsibilities:
(Majority of duties performed, but not meant to be all inclusive or to prevent other duties from being assigned)
Responsible for managing Branch Support area and supporting all branch staff on deposit account inquiries.
Monitor and coach specialist in the development of skills required to achieve performance goals. Assess training needs, provide feedback to training. Participate in follow-up training to reinforce skill development.
Monitor, measure, and review individual and team achievement of departmental goals and standards to ensure adequacy in meeting center objectives. Counsel, coach, and provide feedback to specialist to improve results.
Conduct regular employee feedback sessions to include performance appraisals and counseling.
help develop and implement activities to create team spirit and performance improvement.
Monitor specialist calls by side-by-side coaching, real time monitoring, and record monitoring. Produce quality evaluations and provide feedback to specialist.
High School Diploma, minimum
One year of customer service or sales environment, preferred
Prior supervisory experience, preferred
Innovative, highly motivated, and a self starter
Excellent verbal communication and leadership skills
Lead by example
Good attendance record and on time for scheduled shifts
Meets expectations, or higher, on annual performance reviews.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran status, genetic information or any other status protected under applicable local, state or federal nondiscrimination laws.