What are the responsibilities and job description for the Contact Center Supervisor position at First Bank Texas?
Contact Center Supervisor
Our Contact Center Supervisor will lead a team of customer service representatives to deliver high quality support and resolve inquiries efficiently and accurately. The Supervisor will foster a collaborative environment and utilize data-driven strategies to ensure optimal Contact Center performance by providing expert financial advice and great service, while adhering to established Bank policies, procedures, and objectives.
Responsibilities
- Oversees growth, services, and day to day operations of the Contact Center
- Responsible for developing and retaining a high performing team by setting goals, coaching, and strong communication
- Fully committed to the success of the center and its employees
- Have a clear understanding of all products, services, and banking policies
- Ensure superior customer service by solving complex customer service issues
- Performs lead duties including assigning and reviewing work for accuracy and completeness
- Handle escalated customer inquiries and complaints
- Assist in the development and implementation training programs for the contact center staff
- Ensure compliance with company policies and procedures
- Performs other duties as assigned
Qualifications
- High school diploma or equivalent
- 3 years of experience in the banking industry
- 1 year of experience in a contact or call center environment
- Excellent interpersonal skills – verbal and listening proficiency
- Strong attention to detail
- Passion for providing outstanding customer service to all clients
We are an Equal Opportunity Employer
Who we are: First Bank Texas is a community bank with directors, officers, and employees who are committed to serving the community in which they work and live. We are committed to the tradition of providing the same superior service with a warm and friendly smile that you have come to expect.
