Customer Experience Supervisor

Central Pacific Bank•Honolulu, HI

About The Position

Oversee the department's daily activities including, but not limited to, ensuring adequate phone coverage to meet the department's established service level targets, supervision of Customer Experience staff, and handling of escalated complaints. Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Requirements

High School Diploma or GED equivalency required.
4+ years of experience in customer service required.
2+ years of experience as Team Lead or 1+ years of supervisory experience required.
1+ years of experience in banking required.

Nice To Haves

1+ years of experience in Call Center preferred.

Responsibilities

Assist in the supervision of the Customer Service Center daily activities.
Ensure service levels goals are being met and take appropriate action to meets standards.
Ensure that all Customer Experience Representative are handling calls/ emails in accordance with Customer Service Center standards and taking appropriate follow-up action.
Provide timely support and guidance to Customer Experience Representatives and ensure we are taking appropriate action to enhance customer experience.
Handle situations that require escalation beyond Customer Experience Representatives.
Provide coverage assistance within the various department within the Contact Center (daily, weekends, holidays).
Perform monthly coaching sessions with team to review the quality of calls.
Provide on-going on-the-job training support for Customer Experience Representatives.
Partner with training department to provide developmental/progression training (documents, material, etc.) for Customer Experience Representatives.
Motivate and counsel agents through positive communication and feedback.
Answer incoming telephone calls/emails according to established Customer Service Center standards and assist customers with various banking needs in a professional manner and follow through with appropriate action.
Provide customers with account information and independently resolve problem situations, and contact appropriate personnel as required.
Work with other departments to ensure fulfillment of a customer’s request.
Assist with various other functions:
Prepare and conduct annual reviews for Customer Experience Representatives.
Gather data for monthly management reports.
Ensure timely completion and submission of timesheets.
Assist in managing the retention and turnover rate of resources (FTEs) required to ensure optimal staffing compliment to meet customer service goals.