Contact Center Supervisor

German American Bancorp•Jasper, IN

9d•Onsite

About The Position

As a Contact Center Team Lead, you will work in concert with the Contact Center Manager and provide leadership and direction within the Contact Center. The primary responsibilities include handling calls alongside other contact center agents as well as hiring, coaching, training, monitoring and assessing workload, prioritizing work among team members and maintaining or exceeding service level agreements. A Day in the Life – Your focus will be on leveraging your expertise in the operations, processes and procedures of the department. You will achieve results by managing the day-to-day activities of your team and adjusting plans where necessary to achieve compliance standards and service level agreements. You will also hold yourself and team accountable to performance by hosting and maintaining team huddle, monitoring and measuring team goals and delivering projects per plan. Leveraging your leadership skills, you will be responsible for coaching, motivating, implementing reward and recognition program, providing timely feedback, and being a hands-on partner in training and ongoing development, including working with agents through complex customer issues. Additional routine parts of this role include approving time cards, managing staffing levels, partnering with the Contact Center Manager on performance reviews, performance management, and salary actions.

Requirements

Ability to travel for meetings and training, as needed
Two or more years of experience with a contact center or similar environment.
Knowledge of: German American Bank products, services, fees, systems, and various processes, policies and procedures.
Skills in: communicating effectively (written and verbally), maintaining confidentiality, building relationships, motivating and coaching others, making decisions, thinking critically, solving complex problems and deescalating situations with team members or customers.
Ability to: achieve goals, accept and implement corporate strategies, be logical, manage time, use available resources and partnerships to solve problems, work with speed and accuracy, grasp technical information quickly, and work independently and as a team member.
Proficiency in Microsoft Word and Excel

Nice To Haves

Previous supervisory or management experience in a professional setting
Bilingual/Multilingual

Responsibilities

Handling calls alongside other contact center agents
Hiring
Coaching
Training
Monitoring and assessing workload
Prioritizing work among team members
Maintaining or exceeding service level agreements
Managing the day-to-day activities of your team
Adjusting plans where necessary to achieve compliance standards and service level agreements
Hosting and maintaining team huddle
Monitoring and measuring team goals
Delivering projects per plan
Implementing reward and recognition program
Providing timely feedback
Working with agents through complex customer issues
Approving time cards
Managing staffing levels
Partnering with the Contact Center Manager on performance reviews, performance management, and salary actions