Supervisor Customer Care Center

Position Description:
Supervise a team and provide business operations, customer service and inside/outside sales support and resources for branch associates. Ensure acceptable service levels are met for retail and business customers. Keep abreast of all operations policies and procedures, customer service programs and sales strategies. Serve as primary resource for policy/procedure questions/needs regarding company website, online banking as well as traditional inquiries for customers and the Bank. Track call themes and education gaps and process improvement opportunities. Partner with education liaison for training delivery, as needed. Develop and manage operations, customer service and sales knowledge database. Develop and maintain working relationships with support departments to ensure smooth call transitions when calls or online inquiries cannot be resolved within this team. The Customer Contact Supervisor may have an emphasis in Bankcard Servicing, Business Online Bankingor Customer Service. Duties will be dependent upon the area of emphasis. This is the primary front line management position and will be responsible for a team of 10-20 representatives.

Position Requirements:
Basic Qualifications:
High school diploma or GED with 2 years of leadership experience.

Additional Requirements:
Strong verbal and written communication skills.
Strong problem solving skills.
Ability to excel in an environment running multiple applications simultaneously.
Ability to multi-task in a fast paced environment.
Ability to display professionalism while interacting with others.
General knowledge of bank services and products.
Outstanding customer service skills.
Strong analytical ability.
Understanding of call center telephony environment.
Outstanding ability to coach and mentor others.
Understanding of call center metrics.
Understand how to drive call center performance.

Other Preferred Qualifications:
Financial services call center experience.
Bachelor degree.


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