Customer Service Center Supervisor

CENTRAL BANCOMPANY, INC.•Columbia, MO

About The Position

Directs activities of the team of representatives charged with answering calls for Central Bancompany banks. Responsible for flexibility in work for coverage for the hours of scheduled Customer Service Center operations. Oversees the day to day operation of the functions that contribute to answering calls, email, and web chat for affiliate banks including but not limited to requests for balances, account activity, stop payments, direct deposits, overdraft and fee questions, funds transfers and verifying funds, check orders, online account opening, and debit card replacements. This includes preparing the department to answer customer contacts in the morning, adequate staffing, and ensuring that the department operates smoothly, professionally, and efficiently. Expected to lead team by answering calls up to 50% of the time. Is responsible for everything as outlined in the Customer Service Representative job description as well as this description. Conducts monitoring sessions to aid representatives in becoming better sales and service providers and to review employee’s performance. Acts as office manager with duties to create schedules, complete reviews, prepare and review monthly reports, and monitor compliance issues. Serves as sales manager for the team by leading in personal sales, conducting daily huddle meetings, and weekly sales meetings, coaching for improvement, and monitoring the results. Delegates daily responsibilities to team to ensure the department meets the needs of both internal and external customers. Responsible for motivating and coaching team with inbound and outbound sales and service calls, web chats and email. Manages to maintain a positive and professional environment. Expectations include being cross trained on all banks’ products and services. Balancing office work while providing sufficient coverage for the department is crucial. Focus on staffing is needed due to absences and turnover as well as the unpredictability of volume. Responsible for covering work of the call center with individual employee hours not to exceed 40 hours scheduled, unless approved by the Director. Must monitor service levels and make decisions to maintain service levels appropriately. Responsible for handling difficult customers. Makes many decisions in the absence of the Director. Topics of these decisions include aspects of customer service, staffing, solving customer problems as well as employee problems. Decisions regarding the general operation of the department are made by the Supervisor, in absence of the Director. Unusual situations and policy changes are discussed with an officer of the bank. Requires daily contact with members of the department as well as other employees at the affiliate banks. Works with Director in creating their performance plan that will outline the specific goals and expectations when the review period begins. Areas covered in the plan: Sales, service levels, observation of representatives, quality of service, and leadership. Other projects and tasks may be given to the Supervisor by the Director of the Customer Service Center. Responsible for compliance with all banking regulations which are applicable to the job, including Bank Secrecy Act and information security initiatives. Supervises up to approximately 15 customer service representatives.

Requirements

A college degree or high school education with significant relevant work experience in the call center environment is required.
Computer experience strongly recommended.
Excellent oral and written communication skills are required.
Previous sales experience and up to three years call center experience required.
Strong analytical and problem solving skills required.
Average typing skills are required.
Must have successfully completed training as a Call Center Customer Service Representative and/or EBS Specialist.
Need to have completed advanced sales training and the ability and aptitude for taking initiative in projects across the holding company regarding the call center and its services.

Nice To Haves

Previous banking and supervisory experience is not required but strongly recommended.

Responsibilities

Directs activities of the team of representatives charged with answering calls for Central Bancompany banks.
Responsible for flexibility in work for coverage for the hours of scheduled Customer Service Center operations.
Oversees the day to day operation of the functions that contribute to answering calls, email, and web chat for affiliate banks including but not limited to requests for balances, account activity, stop payments, direct deposits, overdraft and fee questions, funds transfers and verifying funds, check orders, online account opening, and debit card replacements.
Prepares the department to answer customer contacts in the morning, adequate staffing, and ensuring that the department operates smoothly, professionally, and efficiently.
Leads team by answering calls up to 50% of the time.
Responsible for everything as outlined in the Customer Service Representative job description as well as this description.
Conducts monitoring sessions to aid representatives in becoming better sales and service providers and to review employee’s performance.
Acts as office manager with duties to create schedules, complete reviews, prepare and review monthly reports, and monitor compliance issues.
Serves as sales manager for the team by leading in personal sales, conducting daily huddle meetings, and weekly sales meetings, coaching for improvement, and monitoring the results.
Delegates daily responsibilities to team to ensure the department meets the needs of both internal and external customers.
Responsible for motivating and coaching team with inbound and outbound sales and service calls, web chats and email.
Manages to maintain a positive and professional environment.
Expectations include being cross trained on all banks’ products and services.
Balancing office work while providing sufficient coverage for the department is crucial.
Focus on staffing is needed due to absences and turnover as well as the unpredictability of volume.
Responsible for covering work of the call center with individual employee hours not to exceed 40 hours scheduled, unless approved by the Director.
Must monitor service levels and make decisions to maintain service levels appropriately.
Responsible for handling difficult customers.
Makes many decisions in the absence of the Director.
Decisions regarding the general operation of the department are made by the Supervisor, in absence of the Director.
Unusual situations and policy changes are discussed with an officer of the bank.
Requires daily contact with members of the department as well as other employees at the affiliate banks.
Works with Director in creating their performance plan that will outline the specific goals and expectations when the review period begins.
Other projects and tasks may be given to the Supervisor by the Director of the Customer Service Center.
Responsible for compliance with all banking regulations which are applicable to the job, including Bank Secrecy Act and information security initiatives.
Supervises up to approximately 15 customer service representatives.