Contact Center Supervisor

GENERAL PURPOSE SUMMARY Works closely with Contact Center Manager to oversee the daily operations of the Customer Contact Unit (unit). Provides leadership, training, coaching, and mentoring to unit staff in order to deliver consistent and exceptional customer service. Ensures critical timelines are met, operational controls are in place, staff development and training are occurring consistently and daily functions are complete by performing the following essential duties and responsibilities: ESSENTIAL DUTIES AND RESPONSIBILITIES Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ensures customers and prospective customers are treated with the highest levels of courtesy and professionalism by routinely monitoring agent telephone conversations. Develops and implements robust and timely training, coaching and feedback to support staff development in meeting expectations. Tracks, maintains and evaluates call data and service levels. Makes recommendations to management for team goals and expectations using call data. Evaluates the effectiveness and efficiency of automation within the unit through analysis of contact center reports to ensure staff are meeting established goals and makes recommendation to modify expectations. Maintains subject matter expert (SME) level knowledge to provide technical support when assisting customers with debit and credit card cancellation, reissues, account disputes, placing stop payments, researching account transactions and supporting the bank’s digital services for bank customers. Handles sensitive and escalated customer inquiries and ensures consumer complaints are responded to in accordance with the bank’s Consumer Complaint Policy. Reviews and approves all electronic communication sent to customers by unit for adherence to policy, procedure, accuracy, and professionalism. Ensures the team is strictly adhering to the bank’s security procedures for customer identification and red flag identification. Notifies appropriate areas and takes immediate action if fraud is suspected or identified. Analyzes current procedures, makes recommendations for modification, and implements new procedures. Drafts, updates, and maintains unit’s desk manuals. Participates in bank initiatives as directed and provides subject matter expertise for implementing changes. Serves as a liaison with other bank departments as needed for system and programming issues. Keeps current with pertinent bank regulations, including but not limited to Reg. DD, Reg. CC, Reg. E, Bank Secrecy Act, Community Reinvestment Act, and Right to Financial Privacy Act, FDIC deposit insurance, and Reg. Z. Performs other work-related duties as assigned by manager. COMPLIANCE EXPECTATIONS Ensure business unit’s operations comply with bank policy, procedures, and banking regulations (for business unit heads). Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time. Stay updated on relevant laws and regulations. Ensure you and your delegates comply with the bank’s policies, procedures, laws and regulations. Maintain customer confidence and protect the bank’s operations by you and your delegates identifying and protecting confidential information. SUPERVISORY RESPONSIBILITIES Supervises assigned unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.