Solution Center - Service Operations Assistant Manager

S&T Bank

19d • $18 - $37

About The Position

Supports the daily operations of the Solution Center Service team by providing training and support to the staff.

Requirements

• Requires a high school diploma or equivalent, plus specialized training or a two-year degree.
• Five to ten years general experience with Two to five years specialized training, including banking, retail, or call center experience required.
• Use of manual dexterity skills for typing up to 80% of the business day.
• Specific vision requirements include close vision of 18”-20”, distance vision and depth perception for computer work.

Nice To Haves

• Coaching and/or supervisory experience preferred.

Responsibilities

• Monitors live and recorded calls and coaches existing TFC staff on proper operating procedures and efficiencies.
• Supervises TFC’s at satellite/virtual locations and travels to the sites as needed.
• Responsible for keeping all department training resources current and updating S/C S&T Central page.
• Creates reports and tracks team and individual call metrics; talk time, hold time, speed to answer.
• Reviews individual TFC Q/A operational assessment performance with the S/C Management Team.
• Works closely with the S/C Manager to ensure quality operational standards are met by the department.
• Assists in creating action items to improve team and individual operational performance.
• Assists S/C Management with compiling requests from Audit and Compliance departments.
• Assists S/C Management with Audit/Compliance responses.
• Responsible for updating and maintaining the S/C Service procedures manual.
• Assists and supports the S/C staff with escalated and/or difficult customer issues.
• Coaches all team members to effectively handle all customer related issues.
• Attends coaching training, and updates, as needed to develop personal coaching skills.
• Attends retail operational training sessions and relays information to S/C staff.
• Maintains a good working relationship with bank employees in other departments.
• Demonstrates the ability to work independently.
• Highly motivated to work as a team player to contribute to the success of the department and organization.
• Assists with monthly scheduling for S/C staff to ensure the S/C is staffed for efficiency.
• Assists with supervision of call volume on S/C floor, utilizing phone system tracking technology.
• Reviews and takes appropriate action on more serious employee concerns in S/C Manager’s absence.
• Provides weekly reports to S/C Management of TFC leads from Satellite/Virtual offices.
• Assists with troubleshooting and opening tickets with FIS and following up with FIS when needed.
• Assists S/C Manager with employee operational issues; gives insight into 90-day evaluations and year end employee reviews.
• Assists with the responsibility for the efficient and effective control the bank’s Solution Center Service division by ensuring that prescribed schedules and operating procedures are followed.
• Makes recommendations regarding improved operating systems and procedures, changes in employment, salary, training and performance rating for employees.
• Allocating work and assisting with the training of personnel.
• Performs other duties as assigned to support the successful operation of the Solution Center Service division.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees