General Position Scope: Provide leadership and first-level supervision within the Customer Service Center. Duties and Responsibilities: Provide the best possible service to all customers (internal and external), ensuring all team members uphold customer service standards in position scope.Communicate individual and team goals.Responsible for employee performance appraisals and creating employee performance documentation. Develop weekly scorecards for all team members to establish and coach toward individual goals. Communicate team goals and counsel employees on their individual performance to ensure all agents’ performance is aligned with the overall goals of the department.Ensure optimal phone coverage and monitor schedule adherence and attendance.Actively participate in the department’s Quality Assurance Program. This includes monitoring, grading, coaching, and calibrating employee interactions (calls, emails, TTY and web chats). Take ownership of any quality issues discovered through call monitoring and resolve.Review daily, weekly, and monthly reports to monitor Service Level and overall agent effectiveness.Responsible for after-hour employee calls.Identify training needs, develop and present training, facilitate team meetings, and side-by-side coaching.Responsible for communicating the training needs for new and existing employees.Create and manage complex employee schedules through scheduling software, as it relates to planning and optimizing the performance of the Customer Service Center. Workforce management responsibilities also include managing service level, forecasting call volume, calculating staffing requirements, and monitoring schedule adherence.Monitor Customer Service mailbox for Hot Card requests.Back up Contact Center queue.Responsible for using sound judgment to independently handle escalated interactions, i.e., follow up/resolve customer complaints. Must utilize effective decision-making and problem-solving skills for all personnel and customer matters.Other duties as assigned.Participation in the bank’s High-Performance Connections program.Make referrals to the Mortgage Center and Wealth Management.Maintain a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank’s standard of conduct. Position Requirements: Bachelor’s degree or comparable level of experience preferred.Banking experience preferred.Supervisory or leadership experience required. Five (5) years of similar or related experience in Customer Service, Public Relations, or Communications. General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook.Excellent verbal and written communication skills.Extensive reading, comprehension, and problem-solving skills.Work outside of regular business hours, as deemed necessary.Ability to make difficult decisions and handle multiple tasks with daily deadlines.