Supervisor, Customer Contact Center

GENERAL DESCRIPTION OF POSITION

Provides supervision to the Customer Contact Center staff including the iTellers, with a focus on the employees' work performance. The Contact Center Supervisor assists the Manager with planning, directing, and evaluating team performance to ensure customers and employees are receiving the highest level of service. The Supervisor will provide initial departmental on-boarding and provide instruction and coaching on departmental duties. The Supervisor will, in the absence of the Contact Center Manager, serve as an escalation point for resolving the most difficult customer issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides supervision to Contact Center employees who handle customer and employee service inquiries and problems via the phone and/or e-mail. Provides coaching, training, and mentoring to Contact Center employees in the areas of branch operations and personal teller functions. Assists the Contact Center Manager with ensuring adequate phone coverage and managing scheduling changes. Acts as an escalation point for resolving the most difficult customer issues. Evaluates the quality of Customer Service employees' calls with customers; provides feedback to the representatives on strengths and areas of improvement. Performs Contact Center agent duties as needed to assist with heavy call volumes and to fill scheduling gaps. Assists the Contact Center Manager with evaluating and implementing streamlining and process improvement opportunities. Assists the Contact Center Manager in tracking and reporting of contact center performance against objectives and goals (i.e., quality call volume, customer satisfaction, etc.)

EDUCATION AND EXPERIENCE EDUCATION AND EXPERIENCE

High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc.

EXPERIENCE GENERAL 3

years related experience and/or training.

EXPERIENCE MANAGEMENT 1

to 6 months related management experience. Supervisor, Customer Contact Center

FARMERS BANK & TRUST COMPANY OF MAGNOLIA 220 E

Main St, Magnolia, AR 71753 GENERAL

DESCRIPTION OF POSITION

Provides supervision to the Customer Contact Center staff including the iTellers, with a focus on the employees' work performance. The Contact Center Supervisor assists the Manager with planning, directing, and evaluating team performance to ensure customers and employees are receiving the highest level of service. The Supervisor will provide initial departmental on-boarding and provide instruction and coaching on departmental duties. The Supervisor will, in the absence of the Contact Center Manager, serve as an escalation point for resolving the most difficult customer issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides supervision to Contact Center employees who handle customer and employee service inquiries and problems via the phone and/or e-mail. Provides coaching, training, and mentoring to Contact Center employees in the areas of branch operations and personal teller functions. Assists the Contact Center Manager with ensuring adequate phone coverage and managing scheduling changes. Acts as an escalation point for resolving the most difficult customer issues. Evaluates the quality of Customer Service employees' calls with customers; provides feedback to the representatives on strengths and areas of improvement. Performs Contact Center agent duties as needed to assist with heavy call volumes and to fill scheduling gaps. Assists the Contact Center Manager with evaluating and implementing streamlining and process improvement opportunities. Assists the Contact Center Manager in tracking and reporting of contact center performance against objectives and goals (i.e., quality call volume, customer satisfaction, etc.)

EDUCATION AND EXPERIENCE EDUCATION AND EXPERIENCE

High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc.

EXPERIENCE GENERAL 3

years related experience and/or training.

EXPERIENCE MANAGEMENT 1

to 6 months related management experience.