Call Center Supervisor (Full Time) - Plano

Customer Service Supervisor
Responsible for providing excellent customer service and maintaining strong professional relationships in the Bank's Customer Service Center.
Professionally, courteously, and promptly resolves customer questions and/or problems.
Responsible for supervising, motivating, problem solving, training, and coaching Customer Service Representatives.
Responsible for performing a broad variety of financial services such as opening and closing accounts, renewing time deposit accounts, and assisting customers with account inquiries, maintenance, and problem resolution.
Has extensive knowledge and experience of complex deposit and loan products and services.
Essential Functions and Basic Duties
Assumes responsibility for the effective and professional performance of financial service functions.
Supervise a team of Customer Service Center representatives.
Provides leadership through effective goal setting, performance review, delegation, training, coaching, and communication.
Monitor the Customer Service Centers live performance tracking of inbound call queues, abandonment, and wait times.
Keep the representatives aware of high call volumes and wait times.
Assist with taking customer calls, especially during heavy call volumes or short staff situations.
Assist associates with the resolution of customer service-related issues.
Ensures personnel are well informed of policies and procedures.
Discusses service areas needing improvement.
Receives customer telephone questions and complaints in a professional manner.
Presents and explains Bank products and services to customers and assists in meeting their financial needs including the following: opening, closing, and maintaining checking, savings, time deposit, and individual retirement accounts as well as working with safe deposit boxes, savings bonds, credit cards and consumer loans.
Answers questions and solves problems for customers by listening, collecting data, and securing answers.
Professionally and promptly handles escalated customer calls and issues.
Consistently strives to meet the Customer Service Center's call quality goals.
Provide guidance for the Customer Service Center associates in meeting their individual goals.
Maintains and projects the Bank's professional reputation, while adhering to the Bank policies.
Other duties as assigned.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
Keeps management informed of problems, and agents performance issues.
Completes required reports and records accurately and promptly.
Attend, conduct, and participate in meetings as required.
Assists their team as needed, including taking customer calls.
Conducts team meetings to keep their team informed, prepared, and motivated.
Assumes responsibility for related duties as required or assigned.
Assists other departments, as necessary.
Performs related clerical duties as needed.
Keeps work area clean, secure, and well maintained.
Maintains the privacy of customer information.
Supervisory Responsibilities
Lead and manage team through training, developing, and coaching associates on a consistent basis
Encourage others to set challenging goals and high standards of performance
Inspire associates to define new opportunities and continuously improve the organization
Celebrate and reward significant achievements of associates
Present logical and persuasive case for proposals and positions
Assist team in addressing their individual strengths and development needs
Performance Measurements
Financial service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
Good business relations exist with customers.
Customer problems and complaints are promptly and professionally addressed and resolved.
Accurate and complete information about Bank products and services is provided to customers.
Good working relationships and coordination exist with area personnel and with management.
Appropriate assistance is provided to area staff as needed.
Management is informed of activities.
Required reports and records are accurate, complete, and timely.
Consistently meets established call quality standards.
The Bank's professional reputation is conveyed and maintained.
Qualifications
Education/Certification: Associate Degree/Two years of related experience and/or training; or the equivalent combination of education and work-related experience.
Required Knowledge: Knowledge of the Bank products, services, and policies/procedures.
Experience Required: 1 year Customer Service experience and leadership experience.
Skills/Abilities:
Excellent communication and public relations skills.
Excellent computer skills.
Well organized.
Ability to work well under pressure.
Ability to work overtime as needed or required.
Physical Activities and Requirements of This Position
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Physical Strength: Sedentary work; sitting most of the time.
Exerts up to 10 lbs.
of force occasionally.
(Almost all office jobs.)
Working Conditions: No hazardous or significantly unpleasant conditions (such as in a typical office).
Mental Activities and Requirements of This Position
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved instructions, and to deal with problems involving a few variables.
Mathematics Ability: Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).
Language Ability: Ability to use passive vocabulary of 5,*****,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.
Hours: Monday - Friday 10:00 AM - 7:00 PM.
Rotating Saturdays 9:00 AM - 5:00 PM.
40 hours per week.