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Supervisor, Customer Contact Center

Summary:

Responsible for the day-to-day voice operations within the Contact Center. Provides direction and evaluates team performance to ensure cardholders / agent banks receive a high level of customer service. Serves as an escalation point for resolving difficult customer issues. Delivers associate feedback and assists with personnel decisions. 

 

MAJOR DUTIES & RESPONSIBILITIES

  • Manage a team of assigned Contact Center Associates
  • Assist in the formulation of targets for individuals and team
  • Ensure appropriate phone coverage and service level adherence; includes scheduling and work force decisions
  • Ensure adherence to policies for attendance, established procedures, etc.
  • Monitor calls to ensure quality objectives are achieved
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting, etc.
  • Provide coaching and mentoring to Contact Center Associates
  • Act as escalation point for customer and agent bank inquires; supervises resolution of sensitive or complex situations
  • Review Contact Center procedures; implements process improvements; delivers Associate training and conduct team meetings
  • Prepare monthly/annual results and performance reports
  • Responsible for performance appraisals, salary and promotion recommendations, and disciplinary actions; participates in Associate hiring process
  • Keep management informed on issues and problems
  • Performs other duties as assigned

QUALIFICATIONS:

  • A high school diploma/GED.  Bachelor’s degree or equivalent work experience preferable
  • Proven experience in a Call Center leadership  position
  • Minimum of 3 years of Call Center operations and credit card industry experience
  • Working knowledge of Call Center technology
  • Excellent customer service skills; Must be customer-driven, focused on providing the highest quality service
  • Demonstrated ability to create a high level of customer satisfaction
  • Demonstrated problem-solving and decision-making skills
  • Ability to lead and manage teams effectively; Ability to motivate and develop strong performers
  • Knowledge of performance evaluation procedures
  • Excellent verbal and written communication skills
  • Ability to  lead teams through situations with competing timelines and/or deadlines
  • Knowledge of credit card and lending regulations including Reg. Z; Reg. B, CARD Act; FCRA, and FDCPA
  • Proficient in MS Office (Word, Excel, PowerPoint)

 

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