Commercial Call Center Supervisor

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

Make banking a Fifth Third better®

We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

General Function

First level of management in the Commercial Service Center. Works under close supervision of Service Center Manager. Facilitates workflow, monitors productivity, and ensures staff compliance with Bancorp policies and procedures. Direct responsibility for approximately 15-20 FTE's, which includes coaching, HR issues, and development on advanced skills. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential Duties And 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.

Supervisory Responsibilities

Responsible for providing employees timely, candid and constructive performance feedback; developing all employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

Minimum Knowledge, Skills And Abilities Required

• Bachelor's degree or equivalent experience required.
• Previous management experience preferably 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.

Working Conditions

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of CRT screen.
• Flexible working hours.
• May include local or overnight business travel.

Commercial Call Center Supervisor

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION -- Farmington Hills, Michigan 48331-3552

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.