Contact Center Supervisor

First Bank & Trust•San Francisco, SD

About The Position

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. Q ualifications : This person should have a minimum of a n associ ate’ s degree, plus four years of related work e xperience , or the equivalent . Previous experience in c ustomer 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 f un. Monitor performance metrics to ensure operational effectiveness and consistent delivery of customer care quality standards. C ontinuously coach staff to anticipate ever evolving client needs while proactively advis ing 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 for th in the employee handbook. Adhere to compliance procedures and participate in required compliance training . Compensation Grade Salary Grade 5 First Bank & Trust is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Read our complete Equal Employment Opportunity Policy Statement . Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email [email protected] .

Requirements

Minimum of an associate’s degree, plus four years of related work experience, or the equivalent
Previous experience in customer service
Proven ability to effectively communicate
Demonstrated ability to critically think and problem- solve, anticipating customer needs through effective solutions

Nice To Haves

Prior leadership experience is strongly preferred

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 f un.
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 advis ing 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 for th in the employee handbook.
Adhere to compliance procedures and participate in required compliance training