Contact Center Quality Assurance Supervisor (170201)

Bancorpsouth Birmingham , AL 35202

Posted 2 months ago

There are many things to consider when deciding on your next employer. Do you want a job where you earn a paycheck? Or do you want a CAREER with a company that values their employees as well as the communities that they are in? At Cadence Bank we are more than just a work place. We are a company that prides itself on values and the people that we employ. Start your search for a career with our company!

Cadence Bank: A distinctive beat. A unique rhythm. A synchronized harmony.

Cadence Bank strives to innovate by promoting fresh ideas, making technology accessible, and combining high tech with high touch. We take the time to discover our customers' needs and pain points, which provide the opportunity to build long-lasting relationships that work. We're a regional bank, so we're small enough to offer personal attention, yet we're large enough to offer big bank services. We celebrate our home, our neighbors, and the diversity we represent. We share common goals and situations. We embrace each other as valued team members. And we bring the best people forward.


Cadence Bank is looking for a Contact Center Supervisor who will oversee 12-14 contact center representatives. This position requires a strong candidate who has excellent leadership skills and the ability to multi task. Our goal is to deliver excellent customer service to each and every customer.

Essential Job Duties

  • Make necessary changes to schedule to ensure appropriate staffing during peak times, holidays and anticipated increased call volume.

  • Answer questions and recommend solutions to agents.

  • Manage a staff of 12-14 agents.

  • Monitor staff to ensure adherence to schedule, lunch and breaks.

  • Track and manage outstanding issues to ensure a timely resolution.

  • Provide support when needed to ensure complete phone coverage.

  • Pull monthly reporting and analyze results in order to make recommendations to management.

  • Handle escalated calls and resolve conflicts.

  • Create an open and friendly team environment that results in excellent customer service levels.

Minimum Qualifications

  • High School diploma required and some college preferred.

  • Management experience preferred.

  • 3-5 years of customer service experience.

  • Strong computer skills.

Company: Cadence Bank

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.

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Contact Center Quality Assurance Supervisor (170201)