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Call Center Supervisor
First Horizon National Corporation
Knoxville, TN, United States
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Description
Call Center Supervisor – First Link Customer Service Center
Located in Knoxville, TN
SHIFT:
9:30 AM - 6:00 PM
Monday / Tuesday / Thursday / Friday / Saturday
OFF Sunday & Wednesday
First Link is an inbound call center that supports First Horizon/First Tennessee nationally.
First Link agents are responsible for answering in-bound calls and offering WORLD-CLASS customer service to our customers. The First Link Call Center Supervisor will be responsible for supervising a team of 10-15 agents and their day-to-day activities.
Specific Responsibilities will include:
~ Quality:
• Monitoring and coaching employees on a weekly basis to ensure quality service is being provided to our customers.
• Developing agent level developmental plans and action plans as appropriate.
• Creating agent training plans when needed to ensure that the agent can be successful in obtaining goals set.
• Responsible for assessing risk and complies with all policies and procedures.
~ Productivity:
• Will manage team metrics to ensure agents are meeting metric requirements.
• Will create developmental plans with established metric goals and a training plan to ensure the agent can be successful in reaching the goal.
~ Behavioral Standards:
• Will keep accurate records of attendance and tardiness and support/enforce the departmental guidelines.
• Will ensure agent is adhering to posted work schedule.
• Responsible for addressing and documenting agent performance in a timely manner.
A successful First Link Call Center Supervisor will live our company values, embrace change and ensure an inclusive, positive work climate.
Requirements
Education Required: High School Diploma/GED.
Preferred Education: Bachelor's Degree
Experience Preferred: 4 plus years of direct SUPERVISORY experience
Knowledge/Skills/Abilities Required:
• Ability to manage and motivate others to set and achieve goals.
• Ability to manage multiple tasks.
• Ability to promote the appropriate company image and maintain a professional attitude.
• Knowledge of basic aspects of financial services.
• Outstanding customer service skills including researching and resolving customer issues.
• Excellent verbal and written communication skills, including spelling and grammar.
• Exceptional organizational skills.
• Exceptional PC skills including proficiency with email functions and Microsoft Office.
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