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Supervisor Customer Care Center
First Citizens Bank
Raleigh, NC, United States
Job Details - this job has expired, please see similar jobs below
• Supervise a team and provide business operations, customer service and inside/outside sales support and resources for branch associates.
• Ensure acceptable service levels are met for retail and business customers.
• Keep abreast of all operations policies and procedures, customer service programs and sales strategies.
• Serve as primary resource for policy/procedure questions/needs regarding company website, online banking as well as traditional inquiries for customers and the Bank.
• Track call themes and education gaps and process improvement opportunities.
• Partner with education liaison for training delivery, as needed.
• Develop and manage operations, customer service and sales knowledge database.
• Develop and maintain working relationships with support departments to ensure smooth call transitions when calls or online inquiries cannot be resolved within this team.
• The Customer Contact Supervisor may have an emphasis in Bankcard Servicing, Business Online Banking or Customer Service.
• Duties will be dependent upon the area of emphasis.
• This is the primary front line management position and will be responsible for a team of 10-20 representatives.
Position Requirements:
Basic Qualifications:
High school diploma or GED with 2 years of leadership experience.
Additional Requirements:
• Strong verbal and written communication skills.
• Strong problem solving skills.
• Ability to excel in an environment running multiple applications simultaneously.
• Ability to multi-task in a fast paced environment.
• Ability to display professionalism while interacting with others.
• General knowledge of bank services and products.
• Outstanding customer service skills.
• Strong analytical ability.
• Understanding of call center telephony environment.
• Outstanding ability to coach and mentor others.
• Understanding of call center metrics.
Other Preferred Qualifications:
• Financial services call center experience.
• Bachelor degree.
Understand how to drive call center performance.