Contact Center Supervisor

This person is responsible for leading a successful team of Contact Center employees in a dynamic and results-oriented environment. The ideal candidate will maintain high performance standards while ensuring consistent delivery of superior customer service experiences.

Qualifications:

This person should have a minimum of an associates degree plus four years of related work experience or the equivalent. Previous experience in customer service is with a proven ability to effectively communicate. Prior leadership experience is strongly preferred. Success requires a demonstrated ability to critically think and problem-solve anticipating customer needs through effective solutions.

Occasional travel will be .

Principal Responsibilities:

• Lead the team and develop an atmosphere of teamwork open communication and unity. Provide oversight of all services offered. Actively mentor staff and ensure they are trained evaluated and motivated to perform their responsibilities in an effective and progressive manner.

• Hire onboard train and lead a team of call center employees. Ensure proper coverage and scheduling of staff and customer queues.

• Foster a customer-centric work environment that promotes positivity productivity accountability collaboration and fun.

• Monitor performance metrics to ensure operational effectiveness and consistent delivery of customer care quality standards.

• Continuously coach staff to anticipate ever evolving client needs while proactively advising clients on solutions that mitigate risk through both service and sales offerings.

• Collaborate with other departmental leadership to continuously evolve and develop customer engagement strategies that promote ongoing improvement and growth maximizing effectiveness.

• Promote collaboration between internal teams by facilitating knowledge sharing aligning processes and ensuring a cohesive approach to a high standard of customer care delivery.

• Seek community involvement and actively participate in organizations that increases bank visibility and public relationships within the community that we represent.

• Act in accordance with FBT policies and procedures as set forth in the employee handbook.

• Adhere to compliance procedures and participate in required compliance training.