Client Care Supervisor - onsite, Columbus

Synovus•Columbus, GA

1d•Onsite

About The Position

Supervises and oversees the day-to-day activities and operations associated with contact center functions and continuous improvement initiatives. Provides direction, leadership and guidance to team members. Plans, evaluates, and documents team performance to ensure internal and external customers are receiving the highest level of professional and courteous support services. Assists Team Leads with floor coverage and serves as an escalation point for addressing and resolving the most difficult and complex customer and banker issues. Supports the planning and improvements to systems and processes in support of Synovus strategic plans to foster automation, enhance customer experience, improve overall service quality, support business growth, improve cost effectiveness and lead to greater productivity and efficiency. Monitors and analyzes data used in making decisions related to driving improvements in team member performance, speed to answer, handle times, quality and overall customer and team member satisfaction.

Requirements

Bachelor's degree in Business, Finance, Computer Science or related field or an equivalent combination of education and experience.
Demonstrated competency as a Customer Care Team Lead or eight years of Retail Banking or related contact center experience
Advanced knowledge of banking transactions and policies and procedures associated with establishing customer accounts
Technical knowledge and skills to assist with technical troubleshooting and technical problem solving
Advanced knowledge of applicable retail products and services
Advanced Proficiency using Synovus Customer Care related programs, systems and databases
Ability to identify and implement a plan of action to address trending issues
Advanced knowledge of relevant case/call tracking tools and applications
Ability to work on multiple tasks simultaneously in a fast-paced environment
Knowledge of workforce management practices and tools
Strong project management and organizational skills
Ability to continually support people through individual development plans
Ability to confidently facilitate team discussions and communicate business messages
Strong listening skills and a positive communicator
Strong verbal and written communication skills
Experience working in a financial services environment
Strong customer service skills and the ability to convey information in a receptive manner
Strong conflict and problem resolution skills
Skill navigating comfortably in an ever-changing technical systems environment
Proficiency using Microsoft Office software products

Responsibilities

Leads the team as a subject matter expert in supporting multiple business and support units by providing information used in governance and decision-making.
Assists with planning, research and implementation of simple to complex projects necessitating the origination and application of new and unique approaches.
Identifies trends and opportunities for implement and recommends solutions for technology and business issues.
Partners with workforce management team to complete staffing and scheduling coordination efforts to ensure proper coverage of functions, prioritization and delegation of tasks and workflows.
Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards while determining system improvements.
Ensures established standards, goals and service levels for key metrics such as speed to answer, handle time, adherence to assigned schedule, knowledge of products and services, quality, etc. are continuously met.
Conducts huddles and regular meetings with team members to continuously communication key information regarding changes to business and/or bank policies, procedures, products and services.
Coordinates and participates in user acceptance testing as part of a variety of Customer Care program and system initiatives.
Monitors Call Center activity, queues, and inbound call quality to ensure that customer service and production standards are met and maintained keeping team members aware of inbound calls, calls that are waiting.
Serves as an escalation point for resolving the most difficult customer or team member issues.
Responsible for contributing to bank deposit growth; utilize and promote the needs bases sales concept; identify customers needs and match other bank services and products to those needs; participate in training on various products and services available for solicitation.
Administers post-classroom training of new hires, ensuring a comprehensive understanding of departmental and bank policies, procedures, products and services.
Demonstrates Synovus HERO characteristics each day including honoring the customer covenant, exceeding expectations, recognizing customer needs and owning the customer experience.
Maintains a current knowledge base of all products and services available through the bank, to include changes and enhancements; ensure Contact Center Specialists are aware of these products and services, and trained accordingly.
Holds team members accountable in all areas of performance including achievement in both sales and service goals, first call resolutions, dropped call metrics and other established call center performance standards.
Conducts interviews, hires, plans, assigns or directs work, appraising performance, documenting and communicating progressing counesling sessions, and resolving performance problems.
Manages the annual performance management and merit processes for direct and indirect reports.
Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
Performs other related duties as required.