Banking Call Center Supervisor - Lead & Develop Team

Fifth Third Bank; Farmington Hills (MI); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Fifth Third Bank in Farmington Hills, MI is seeking a Commercial Call Center Supervisor to manage day-to-day call center workflow, coach staff, and ensure service quality. You will oversee training, performance feedback, and shift coverage, including nights/weekends, while driving process improvements and risk-aware operations.

The role requires a Bachelor's degree or equivalent, prior management and banking operations experience, and strong communication and organizational skills.

Qualifications

• Bachelor's degree or equivalent experience required.
• Previous management experience in a customer service environment preferred.
• Banking operations experience in specified or comparable area preferred.
• Excellent verbal and written communication skills.
• Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.
• Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.
• Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior 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.
• Monitors Call Center activity to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise.
• Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e. assist as part of a team in the overall management of call flow.)
• Expert level knowledge of department processes and product to serve as the first line of support in resolving internal and external customer issues.
• Oversee post classroom training of new hires, ensuring a comprehensive understanding of departmental and bank procedures, products, and services.
• Responsible for the development and motivation of staff, and ensuring that they have the necessary resources to do their job.
• Continually look for ways to improve the performance of the Call Center by identifying and implementing work efficiencies through process improvement techniques.
• Serve as the liaison between management and front-line agents. Champions the suggestions and concerns of the agents and works to ensure agents are fully engaged in the improvement of the service center.
• Review quality monitor of calls for agents performed by the Quality Team. Provide feedback and coaching to agents on their performance.
• Identify individual and group training needs and work with dedicated training team to implement a plan of action. Develop individual improvement plans for each agent.
• Manage the attendance of subordinates and ensure accuracy of hours worked prior to submitting payroll information.
• Provide recommendations with regard to performance appraisals, promotions, salary increases, and disciplinary actions for subordinate employees.
• Responsible for periodic management of entire shift (i.e. Nights and weekends).
• Oversee of specific departmental projects.
• Participate in internal or external departmental rotations for development purposes.
• Continually learning and developing knowledge of Bank products and services.
• Perform any other duties as assigned.

Skills

Team leadership

Customer service

Communication skills

Multi-tasking

Problem solving

Attention to detail

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

CRM systems

Job description

Fifth Third Bank in Farmington Hills, MI is seeking a Commercial Call Center Supervisor to manage day-to-day call center workflow, coach staff, and ensure service quality. You will oversee training, performance feedback, and shift coverage, including nights/weekends, while driving process improvements and risk-aware operations.

The role requires a Bachelor's degree or equivalent, prior management and banking operations experience, and strong communication and organizational skills.