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Customer Service Supervisor
Commerce Bank
St. Louis, MO, United States
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Job Expectations:
Contact Center Customer Service Supervisor - Creve Coeur (Full Time)
Customer Contact Center Supervisors are responsible for managing teams ranging in size from 7 to 16 representatives who are responsible for assisting callers with solutions and service support for specific retail products and services. Contact Center teams consist of agents providing in-bound and/or out-bound telephone and/or e-mail support, clerical staff responsible for completing back-office operations, or a combination of both. This position has a clearly defined monthly customer satisfaction, fraud prevention and productivity expectations. The various teams within the Contact Center require different skill sets including some technical and higher levels of knowledge based on the retail product set they are responsible for supporting. Customers served by the Contact Center are provided solutions and service support for the following:
•Deposit products – Retail, Private Banking, Trust and Small Business
•Credit Cards – Retail, Private Banking, Trust and Commercial
•Online Banking and Bill Pay – Retail, Private Banking, Trust and Small Business
•Debit Cards
•Consumer loans - new and existing (excluding mortgage products)
•Electronic funds transaction disputes
•Direct mail marketing campaigns
Supervisors are responsible for ensuring all team members complete their tasks in a manner that provides a high level of customer satisfaction and meets specific internal efficiency, effectiveness, solutions, safeguarding information, mitigate risk and monetary losses through fraud prevention procedures, manage fee refund request and compliance standards. Supervisors who manage a team primarily made up of clerical support agents may also serve as relief to those staff members, completing their tasks when planned or unplanned absences occur.
Contact Center Supervisors may also be responsible for the coordination and completion of projects, where they are required to plan, sets deadlines, assign responsibilities, and monitors project completion.
Depending on the team’s mix of skill sets, responsibilities, and level of knowledge and experience required to successfully manage the team.
Qualifications:
Preferred Skills or Experience: Call Center Management, Banking, and Credit Card
Time Type:
Full time