Contact Center Supervisor - Nashville, TN

Regions Bank•Nashville, TN

4d•Onsite

About The Position

At Regions, the Contact Center Supervisor oversees the day-to-day operations of a team of representatives that handle customer service inquiries and problems via telephone and e-mail.

Requirements

High School Diploma or GED
Three (3) years of experience in customer service/sales environment
One (1) year of leadership/management experience
Proven ability to meet/exceed performance goals
Ability to accurately observe stable and scrolling on-screen text and images
Ability to accurately detect verbal information and communicate verbally using a headset or speaker and microphone
Ability to operate a keyboard and mouse to type and make on-screen selections
Ability to work at a computer for extended periods of time

Nice To Haves

Bachelor's degree
Ability to work effectively in a team environment
Motivated team player with a positive attitude and ability to work in fast-paced environment
Strong written and verbal communication skills
Strong critical thinking and problem-solving skills
Must be able to work between 6am-7pm Monday-Friday; Select weekends and holidays may be required.

Responsibilities

Plans, directs, supervises, and evaluates work flow to meet operational requirements, recommended improvements, and performance monitoring standards
Responsible for the daily application of organizational policies and procedures that drive performance and promote the Contact Center culture
Answers questions from staff and provide guidance and feedback
Anticipates escalation and take over calls when needed
Handles all corrective action for your agents in the areas of attendance, availability, compliance, and overall performance
Hires and onboard new associates
Performs other duties as assigned