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Contact Center Supervisor
United Community Banks
Blairsville, GA, United States
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Reports to: Contact Center Team Manager
Direct Reports: Customer Service Specialists and Team Lead
Directly supervises and drives the performance of a team of Customer Service Specialists and ensures the team is adequately trained, developed, and engaged. Monitors call/email/chat, observes live/recorded customer interactions and performs regular Quality Assurance assessments for all employees. Conducts regular coaching sessions/meetings with the team to discuss service and sales/referral performance, goals, opportunities and any upcoming product, policy, and procedural changes. Subject matter expert in one or more skill sets supported within the Contact Center inclusive of responding directly to customer inquiries via multiple channels spanning the breadth of United Community Bank’s products and services.
JOB REQUIREMENTS:
• High school diploma or equivalent required; Bachelor’s or Masters degree in a relevant field of work or an equivalent combination of education and work related experience preferred
• 8+ years experience in branch, operations or other equivalent environment
• Experience in supervising/leading direct or indirect reports in contact center team
• Experience in financial services with demonstrated proficiency in multiple disciplines related to the position; operational supervision/management in this area preferred
• Demonstrated ability to act as a source of problem resolution
• Solid background in navigating bank and other applicable systems
• Thorough knowledge of bank and operational procedures, policies, etc.
• Professional communication and customer service skills
• Experience in troubleshooting and solving unusual or rare types of problems
• Demonstrated leadership ability and employee motivation and engagement
• Able to work a set or rotating schedule that may include evenings and Saturdays
• Broad knowledge of general banking practices across all business and functional units
• Familiarity of key technology solutions deployed by the bank
• Proven success in talent management
• Has a passion for enhancing the employee and customer experience
• Strong analytical skills and experience driving efficient, effective, quality service delivery
• Strong communication skills
• Demonstrated capacity for sound judgment and ability to balance risk vs. customer service needs
• Limited travel may be required
• Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.
JOB FUNCTIONS:
• Assists Contact Center Management and Operations by providing supervision, direction, and leadership:
◦ Monitor and track team(s) attendance and time away scheduling
◦ Assist with overall scheduling of employees maximizing coverage to assist customer inquiries
◦ Assist in the construction of team huddle content and delivery
◦ Conduct both side by side and remote Quality Assurance assessments and track employee performance, provide daily, weekly and monthly performance to the team
◦ Conduct regular coaching sessions/meetings with the team to discuss service and sales/referral performance, goals, opportunities and any upcoming product, policy and procedural changes
◦ Create and implement Team or Center level recognition and incentive programs to drive and reward the right behaviors and actions
◦ Assist in ensuring the team is adequately trained and developed, exercise authority concerning performance appraisals, promotions, pay recommendations, development plans and terminations (after obtaining required approval from HR, Team Manager and Director)
◦ Participate in the interview and hiring process
◦ Contributes to our “continuous improvement” mentality in the discovery, construction, and implementation of Bank and Contact Center best practices
◦ Handle escalated customer requests to ensure appropriate follow-up and resolution
◦ Recognize training/performance opportunities and recommend ways to close knowledge or skill gaps
◦ May construct and/or deliver training modules to Team or Center
◦ Assist with various projects as required
• Other duties as assigned