What are the responsibilities and job description for the Call Center Supervisor position at United Fidelity Bank?
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We're committed to bringing passion and customer focus to the business.
We're committed to bringing passion and customer focus to the business.
Job Summary:
The Call Center Supervisor helps manage the daily operations and is responsible for the direct supervision of Call Center Representatives. They work collaboratively with the Customer Service Center Manager and Leadership team to ensure the engagement, development, & retention of all Representatives, and may be required to assist the Leadership team with performance metrics reporting, new initiatives, and software or system implementation.
Essential Job Functions include, but are not limited to:
- Provides leadership and guidance to Representatives who are troubleshooting calls related to new accounts, lending, automated services, and all aspects related to providing excellent customer service.
- Recruits, coaches, and trains Call Center Representatives on how to handle calls at the highest level of customer service within all service expectations.
- Works collaboratively with the Leadership team to motivate, coach, provide guidance and professionally develop Team Members to ensure continued growth, satisfaction, and retention of all Call Center Representatives.
- Evaluates standard operating procedures, incorporating updates as needed.
- Makes decisions regarding accounts, reviews electronic deposits; as well as process transfers & other account maintenance requests. Includes assessing risk related to the decisions.
- Reviews telephone calls, e-mail, secure messages, and other means of electronic communication for accuracy and quality assurance.
- Handles escalated calls using good judgement while providing top-tier experience for customers.
- Provides excellent customer service, leading by setting a good example.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In accordance with the Americans with Disabilities Act, Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Skills and Abilities Required to Perform Essential Job Functions:
- Must demonstrate strong analytical thinking skills and the ability to make sound judgement calls.
- Advanced organization and time management skills.
- Proficiency in Microsoft Office suite of products.
- Outstanding written and verbal communication skills.
- Excellent organizational and leadership skills with a problem-solving ability.
Education, Experience and Qualifications:
- Bachelor’s Degree Preferred. Will consider 3 years of direct call center leadership experience in lieu of a degree.
- Call Center equipment proficiency: 2 years preferred.
- Call Center experience: 2 years preferred in a banking environment.
- Establishing and evaluating key metrics: 2 years preferred.
Physical Requirements of Essential Job Functions:
The associate is frequently required to sit and/or stand, communicate, reach, and manipulate objects, tools or controls that are typical of an office/bank environment. Lifting items weighting up to 10 pounds on a consistent basis. Manual dexterity and coordination are required over 80% of the work period while operating equipment such as computers, phones, calculators, etc.
Working Conditions:
- Typical office environment.
- Extended viewing of computer screens.
- Potential Travel. Between locations and possibly out of state!
- Work hours are typically Monday – Friday 8 am – 5 pm.
The above statements are intended to describe the general nature and level of work performed by associates assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the associate classified as such. Duties and responsibilities may be added or changed as deemed appropriate by management at any time therefore, they could differ from those outlined above.
United Fidelity Bank is proud to be an Equal Opportunity/Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.
Please note: UFB does not accept resumes from independent recruiters or external staffing agencies for any of our openings unless we have an agreement in place, signed by the FVP of Human Resources
