Contact Center Supervisor- Digital

M&T Bank•Bridgeport, CT

4d•$32 - $53•Hybrid

About The Position

This position is the first level of management within the Contact Center. It directs the daily workflow of an assigned unit of between 10-15 employees and exercises supervisory authority over staff responsible for executing a specific component of the work of the unit. The role requires the ability to supervise and coordinate daily workflow to meet departmental objectives, serve as a subject matter expert on procedures, policy and operations, and resolve complex customer account management problems. Additionally, the supervisor will provide leadership, guidance, feedback, and training to staff, communicate and enforce operational and procedural changes, and participate in process innovation and special projects. Monitoring staff activities to ensure compliance with policies, regulations, and laws is crucial, as is exercising usual managerial authority over staffing, performance appraisals, promotions, salary recommendations, performance management, and terminations. The role also involves adhering to the Company’s risk and regulatory standards, implementing and enhancing internal controls, and identifying risk-related issues for escalation. Promoting an environment that supports belonging and reflects the M&T Bank brand, maintaining internal control standards, and completing other related duties are also key aspects of this position.

Requirements

Combined minimum of 5 years’ higher education and/or relevant work experience, inclusive of a minimum of 2 years' work leadership experience
Excellent customer service skills with ability to use tact and diplomacy
Strong knowledge of relevant spreadsheet, word processing, and presentation software

Nice To Haves

Bachelor's Degree
Demonstrated work leadership skills
Excellent verbal and written communication skills
Strong knowledge of departmental systems, documents and procedures
Previous call center, banking operations, or customer service experience

Responsibilities

Supervise and coordinate daily workflow to meet the objectives of the assigned department.
Serve as subject matter expert on procedures, policy and operations to represent work group on Department and Bank-wide projects as needed.
Resolve complex problems arising out of customer account management, either directly or through subordinate staff.
Provide leadership, guidance, feedback and training to staff.
Communicate and enforce operational and procedural changes to ensure compliance with Bank and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department.
Participate in or facilitate process innovation and special projects as assigned by division management.
Monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.
Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.
Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.
Identify risk-related issues needing escalation to management.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.