Contact Center Supervisor

What The Role Is

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. Ensure compliance with bank and regulatory policies and procedures. This is an on-site position

How You will Make an Impact

• Supervise, train, and develop a team of Contact Center Bankers in general customer inquiries, complaints, disputes and other tasks related to financial products and services.

• Identify opportunities for customer service improvement, policy, procedure, and product enhancement, and risk control development daily within the Contact Center.

• Provide frequent and various forms of feedback to Contact Center Bankers including but not limited to 1:1 feedback, group meetings, side-by-side coaching, and in the moment feedback to increase knowledge and performance of Contact Center operations.

• Monitor, coach, and review team and call center performance to ensure performance metrics are met and exceeded.

• Boost team morale through creating and implementing engagement activities

• Collaborate with the leadership team across different sites and departments to ensure operational goals are met.

• Interact with customers as needed

• Complete daily supervisory tasks and resolve issues related to customers, colleagues, and direct report.

• Hold direct reports, peers, and yourself accountable to act with integrity, honestly and in guidance with all state, federal and banking policy and procedures

• Assist Contact Center management with staffing and duties needed to ensure contact center operations are met

Who You Are

• High School Diploma, minimum

• One year of supervisory or management experience leading other employees

• 2-3 years of customer service, sales, or financial service experience

• Innovative, highly motivated, and a self starter

• Excellent verbal communication and leadership skills

• Detail oriented

• Team building skills

• Lead by example

• Team Player

• Good attendance record and on time for scheduled shifts

• Meets expectations, or higher, on annual performance reviews

• Regular and reliable attendance

• Works cooperatively with others

If your experience aligns with this description, please consider applying. Many skills are transferable among industries and a passion for the role and willingness to learn are important considerations. We believe that a diverse workforce creates problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.