Call Center Supervisor

Location: Cincinnati
Posted on: January 14, 2021

Job Description:

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

ESSENTIAL DUTIES & RESPONSIBILITIES:

* Coordinate and supervise day-to-day workflow 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 and services.

* 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 group training needs and work with management team to develop the best approach for improvement. Develop individual plans for improvement.

* Monitor attendance of subordinates and ensure accuracy of hours worked prior to submitting payroll information.

* Display expert knowledge in banking products and services.

* Responsible for periodic management of entire shift (i.e., nights and weekends).

* Oversee of specific departmental projects.

* Participate in internal or external departmental 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 all employees 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.

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