Banking Call Center Leader (Flexible Hours)

Fifth Third Bank; Farmington Hills (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

Fifth Third Bank in Farmington Hills, MI is seeking a Commercial Call Center Supervisor to lead daily operations, coach staff, and ensure service levels. This role reports to the Call Center Manager and oversees 15-20 FTEs, driving performance and adherence to bank policies.

The ideal candidate will have a bachelor's degree or equivalent experience, strong communication skills, and proven leadership in a customer-service environment.

Qualifications

• Bachelor's degree or equivalent experience is required.
• Excellent verbal and written communication skills.
• Experience with Microsoft Office products including Access, Word, Excel, PowerPoint and Outlook.
• Leadership, initiative, attention to detail, strong analytical skills and decisive decision-making.
• Ability to work in a team, maintain a professional image and earn respect of staff and management.
• Ability to multi-task and be flexible.
• Excellent organization and project management skills.

Responsibilities

• Coordinate and supervise day-to-day workflow in Call Center.
• Monitor Call Center activity to meet customer service and production standards.
• Prioritize work and delegate tasks to ensure proper coverage of functions.
• Serve as first-line support for department processes and product knowledge.
• Oversee post-classroom training of new hires and ensure understanding of procedures, products, and services.
• Develop and motivate staff; ensure resources are available to perform their jobs.
• Identify efficiency improvements through process changes.
• Act as liaison between management and front-line agents; champion agent concerns.
• Review quality monitoring of calls and provide coaching to agents.
• Identify training needs and implement development plans for agents.
• Manage attendance and ensure accurate payroll information.

Skills

Verbal written communication

Leadership

MS Office

Multi-tasking

Organization/PM

Team collaboration

Education

Bachelor-level degree or equivalent

Tools

Microsoft Office (Access, Word, Excel, PowerPoint, Outlook)

Job description

Fifth Third Bank in Farmington Hills, MI is seeking a Commercial Call Center Supervisor to lead daily operations, coach staff, and ensure service levels. This role reports to the Call Center Manager and oversees 15-20 FTEs, driving performance and adherence to bank policies.

The ideal candidate will have a bachelor's degree or equivalent experience, strong communication skills, and proven leadership in a customer-service environment.