Contact Center Supervisor
The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of a team of Specialists to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving.
This position assists management with development, analysis, and implementation of staffing, training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.
Essential Functions:
Supervise/monitor/assign Call Center workload/workflow Provide excellent customer service Demonstrate high level of listening skills Provide daily direction and communication to Specialists to ensure all client interactions are answered in a timely manner Provide continual evaluation pf processes and procedures Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external clients Provide statistical and performance feedback by coaching on a regular basis to each team member Ensure all Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner Perform call monitoring to provide agent feedback on performance issues Complete and administer annual performance reviews Respond to and resolve employee issues expressed by team members Provide on-the-floor support to Specialists Take escalated customer calls Identify and resolve complex customer service issues impacting the Contact Center or clients Monitor call queues and track inbound calls Keep Specialists aware of inbound call volumes Create and maintain a high-quality work environment so team members are motivated to perform at their highest level Address disciplinary and/or performance problems according to Northwest policy Assist management with daily operation of the Contact Center to include development, implementation of staffing, training, scheduling, and reward/recognition programs Work as a member of ongoing projects that are important to area/process improvement Share continual responsibility for managing Specialists to ensure interactions are handled efficiently and effectively Establish work procedures and processes that support Northwest and departmental standards, procedures, and strategic directives Use appropriate judgement in upward communication regarding department or employee concerns Assist Contact Center trainer on developing any additional training/training plan that is needed for their Specialists Strive to exceed Contact Center expectations Recommend improvements to procedures Ensure reduction of errors and minimize Northwest losses Ensure quality control standards are met Improve workflow Ensure compliance with Northwest's policies and procedures, and Federal/State regulations Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency Work as part of a team Work with on-site equipmentKNOWLEDGE, SKILLS, AND ABILITIES:
Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest's strategic plans Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters Knowledge of regulatory and compliance issues Knowledge of all technology and support systems Knowledge of telephone operating system
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:
Bachelor's Degree in Business, Finance, or Related Subject preferredWork
Experience:
2 - 6 years Supervisory Experience preferred 3 - 5 years Customer Service, Contact Center, or Relevant Experience preferred Banking Experience preferred Technological Background preferred Recommended Skills Active Listening Banking Services Business Process Improvement Customer Service Finance Microsoft Office Estimated Salary: $20 to $28 per hour based on qualifications.
This position assists management with development, analysis, and implementation of staffing, training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.
Essential Functions:
Supervise/monitor/assign Call Center workload/workflow Provide excellent customer service Demonstrate high level of listening skills Provide daily direction and communication to Specialists to ensure all client interactions are answered in a timely manner Provide continual evaluation pf processes and procedures Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external clients Provide statistical and performance feedback by coaching on a regular basis to each team member Ensure all Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner Perform call monitoring to provide agent feedback on performance issues Complete and administer annual performance reviews Respond to and resolve employee issues expressed by team members Provide on-the-floor support to Specialists Take escalated customer calls Identify and resolve complex customer service issues impacting the Contact Center or clients Monitor call queues and track inbound calls Keep Specialists aware of inbound call volumes Create and maintain a high-quality work environment so team members are motivated to perform at their highest level Address disciplinary and/or performance problems according to Northwest policy Assist management with daily operation of the Contact Center to include development, implementation of staffing, training, scheduling, and reward/recognition programs Work as a member of ongoing projects that are important to area/process improvement Share continual responsibility for managing Specialists to ensure interactions are handled efficiently and effectively Establish work procedures and processes that support Northwest and departmental standards, procedures, and strategic directives Use appropriate judgement in upward communication regarding department or employee concerns Assist Contact Center trainer on developing any additional training/training plan that is needed for their Specialists Strive to exceed Contact Center expectations Recommend improvements to procedures Ensure reduction of errors and minimize Northwest losses Ensure quality control standards are met Improve workflow Ensure compliance with Northwest's policies and procedures, and Federal/State regulations Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency Work as part of a team Work with on-site equipmentKNOWLEDGE, SKILLS, AND ABILITIES:
Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest's strategic plans Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters Knowledge of regulatory and compliance issues Knowledge of all technology and support systems Knowledge of telephone operating system
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:
Bachelor's Degree in Business, Finance, or Related Subject preferredWork
Experience:
2 - 6 years Supervisory Experience preferred 3 - 5 years Customer Service, Contact Center, or Relevant Experience preferred Banking Experience preferred Technological Background preferred Recommended Skills Active Listening Banking Services Business Process Improvement Customer Service Finance Microsoft Office Estimated Salary: $20 to $28 per hour based on qualifications.
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