Job Purpose and Scope:

Responsible for providing guidance to and oversight of call center support staff. Ensures day-to-day operations of a specific location are handled according to established policy and procedure and all calls are handled effectively. Performs quality assurance analysis of call center activities.

Essential Job Functions:

Provides guidance and oversight to the call center support staff.

Guides day-to-day operations of call center staff to ensure calls and resolution of customer issues are handled according to established policies and procedures.

Performs quality assurance monitoring of call center activities.

Tracks agent key performance indicators (KPI) and prepares regular individual reviews to keep agents on track.

Oversees and coaches staff in handling general customer complaints.

Resolves complex and/or highly sensitive customer complaints.

Assists in organizing, planning, and implementing call center strategy.

Coordinates staff scheduling.

Tracks agent progress of weekly, monthly, quarterly, and annual objectives.

Creates and nurtures effective work relationships with supervised staff to motivate, coach, and retain staff.

Guides staff in effective customer service communication standards and processes.

Travels as required for business purposes.

Works extended hours during the week and on weekends, as necessary.

Maintains good punctuality and attendance to work.

Regularly exercises discretion and judgment in the performance of essential job functions.

Follows Bank policy, procedures, and guidelines.

Knowledge, Skills & Abilities:

Knowledge of online banking systems.

Knowledge of card systems.

Knowledge of imaging systems.

Ability to communicate effectively both verbally, including over the telephone, and in writing.

Ability to demonstrate effective customer service skills.

Ability to demonstrate effective problem-solving skills.

Ability to work independently without close supervision.

Ability to manage multiple tasks at one time.

Ability to manage multiple personal and team priorities effectively.

Ability to develop and motivate staff to achieve team goals.

Ability to develop, interpret and provide staff guidance on Bank policies and procedures while maintaining strict confidentiality and Bank secrecy.

Ability to work well in a fast-paced environment with exacting deadlines.

Skill in using computer and Microsoft Office products (Word, Excel, Outlook).

Job Expectations:Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.