Contact Center Supervisor

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Job description

Title: Contact Center Supervisor

Location: Hermitage, PA Pittsburgh, PA

Job-Type: FTE/Permanent

Position Overview:

This position is primarily responsible for the development of contact center staff. The incumbent provides guidance, coaching, recognition, motivation, and training to all employees and team members to meet or exceed established department goals, to satisfy customer needs, and to deliver a superior customer experience.

Primary Responsibilities:

• Responsible for all aspects of the employee lifecycle such as interviewing, hiring, tracking productivity, and improving the performance of contact center agents.

• Oversees staff activities and team bonding, provides exemplary leadership, and directs workflow solutions as priorities change.

• Effectively utilizes tools such as help forums, key performance indicators, one on one meetings, and call monitoring results to engage with team members creating a highly engaged performance driven culture.

• Responds to escalated customer requests, by telephone, email, and secure messaging, provide customers with information about products and services or to obtain details to resolve issues or concerns.

• Provides advanced technical and troubleshooting support for the electronic delivery channels to internal and external customers along with ATM/Debit card support.

• Assists with special projects and conversions, etc. relating to online banking, bill pay and mobile banking with a heightened degree of attention to detail and little supervision.

• Incumbent will make themselves available as needed for business: Days, nights, and weekends. They will also make use of Microsoft Teams, Outlook, and Microsoft business suite on their personal cell phones for communication.

• Performs other related duties and projects as assigned.

• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk.

Skills and Certifications:

• Excellent communication skills, both written and verbal

• Excellent organizational, analytical and interpersonal skills

• Ability to work and multi-task in a fast-paced environment

• Ability to use a personal computer and job-related software

• MS Word - Intermediate Level

• MS Excel - Intermediate Level

• MS PowerPoint - Intermediate Level

• Detail-oriented

• Experience in a job-related position or call center. Prior sales experience helpful.

• Ability to sit for extended periods of time

• Ability to work some holidays and weekends.

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