CALL CENTER SUPERVISOR

GENERAL FUNCTION:
First level of management in Call Center Department. Works under close supervisionof Call Center Manager. Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensuresstaff compliance with Bancorp policies and procedures.


ESSENTIAL DUTIES & RESPONSIBILITIES:



Coordinate and supervise day-to-dayworkflow in Call Center.


Monitors Call Center activity to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise


Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e. assist as part of a team in the overall management of call flow)


Oversee and assist in resolving escalated operational and customer service issues. Forward staff suggestions for improvement to other members of the Call Center management team.


Oversee post classroom training of new hires, ensuring a full understanding of departmental and Bank procedures and Bank products and services. Promote teamwork and the cross training of employees.


Responsible for the development and motivation of staff, and ensuring that they have the necessary resources to do their job


Continually look for ways to improve the performance of the Call Center by identifying and implementing work efficiencies through process improvement techniques


Encourages and develops sales skills in employees. Promotes cross selling and up selling of products andservices.


Conduct telephone quality monitoring calls, and meet with quality analysts to review and discuss quality monitoring calls that have been done. Provide feedback and coaching to subordinates on their performance during the quality monitoring calls and from the Voice of Customer feedback.


Identify individual and grouptraining needs and work with management team to develop thebest approach for improvement. Develop individual plans forimprovement.


Monitor attendance of subordinates and ensure accuracy of hours worked prior to submittingpayroll information.


Display expert knowledge in banking products and services


Responsible for periodic management of entire shift (i.e. Nights andweekends)


Oversee of specific departmental projects


Participate in internal or externaldepartmental rotations for development purposes


Continually learning and developing knowledge of Bank products and services


Perform any other duties as assigned.


SUPERVISORY RESPONSIBILITIES:
Responsible for providing employees timely, candid and constructive performance feedback; developing allemployees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.


Job Requirements:


MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:





Bachelors degree or equivalent experience required



3-5 years management experience preferably in a customer service environment



Banking operations experience in specified or comparable area preferred



Excellent verbal and written communication skills



Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook



Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills



Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management



Ability to multi-task and be flexible



Excellent organization and project management skills


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