Commercial Call Center Supervisor

Fifth Third; Stati Uniti; In loco; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Fifth Third is seeking a Commercial Call Center Supervisor to lead day-to-day call center operations in Farmington Hills, MI. You will coach staff, monitor productivity, and ensure compliance with bank policies while maintaining a high level of customer service.

You will work with senior management to resolve issues, develop staff, and optimize call flow. The role requires leadership, collaboration, and a strong customer service mindset.

Competenze

• 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 (Access, Word, Excel, PowerPoint, Outlook).
• Leadership, initiative, detail orientation, analytical skills, and decisive decision-making.

Mansioni

• Coordinate and supervise day-to-day workflow in Call Center.
• Monitor Call Center activity to ensure service and production standards.
• Address problems with other management members.
• Prioritize work and delegate tasks to ensure coverage.
• Serve as first line of support for internal/external issues.
• Oversee training and development of new hires; ensure policy understanding.
• Provide feedback and coaching to agents; identify training needs.
• Evaluate performance and manage attendance and payroll accuracy.
• Suggest actions for performance appraisals and promotions.
• Manage overnight shifts and departmental projects.

Conoscenze

Leadership

Verbal communication

Written communication

Analytical skills

Multi-tasking

Decision making

Teamwork

Project management

Coaching/People development

Formazione

Bachelor's degree or equivalent experience

Strumenti

Microsoft Office (Excel, Word, PowerPoint, Outlook)

Descrizione del lavoro

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

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

Equality Statement

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.

Company Overview

Fifth Third is a bank that’s as long on innovation as it is on history. Since 1858, we’ve been helping individuals, families, businesses and communities grow through smart financial services that improve lives. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.