Supervisor - Customer Service Call Center Eclerx - 3.6 Fayetteville, NC Job Details Full-time 11 hours ago Qualifications Writing skills Coaching Conflict management Sales management systems proficiency CRM system proficiency Productivity software Full Job Description Supervisor -

Customer Service Call Center Location:

Fayetteville, US Type:

Full-time Department:

BFSI2 Summary The Customer Service Call Center Supervisor is responsible for leading and overseeing a team of customer service representatives supporting the bank's Wealth Management clients. This role ensures the delivery of exceptional client service, efficient call center operations, regulatory compliance, and achievement of departmental performance goals. The Supervisor serves as a coach, mentor, and subject matter resource for team members while fostering a client-centric culture focused on service excellence, operational efficiency, and risk management. Responsibilities Team Leadership & Employee Development Supervise, coach, and develop a team of customer service representatives serving Wealth Management clients. Conduct regular performance evaluations, one-on-one meetings, and coaching sessions. Monitor employee productivity, quality, attendance, and adherence to schedules. Support recruitment, onboarding, training, and ongoing development of staff. Foster a positive team environment focused on collaboration, accountability, and continuous improvement. Client Service & Relationship Support Ensure delivery of exceptional service to high-net-worth individuals, trust clients, investment clients, and financial advisors. Resolve escalated client concerns and service issues in a timely and professional manner. Promote a client-first culture while maintaining confidentiality and professionalism. Partner with Wealth Advisors, Trust Officers, Portfolio Managers, and other stakeholders to ensure seamless client experiences. Call Center Operations Monitor call volume, service levels, response times, and overall performance metrics. Ensure adherence to established service standards, policies, and procedures. Analyze operational reports and workforce management data to optimize staffing and performance. Identify process improvement opportunities to enhance client satisfaction and operational efficiency. Ensure proper documentation of client interactions and service requests. Compliance & Risk Management Maintain compliance with banking regulations, internal policies, privacy requirements, and Wealth Management procedures. Ensure team adherence to customer authentication and security protocols. Monitor and mitigate operational risks within client service processes. Assist with audits, regulatory reviews, and quality assurance activities. Performance Management Track and report on key performance indicators (KPIs), including: Call quality scores Client satisfaction metrics First-call resolution Service level attainment Average handle time Employee productivity Develop action plans to improve team performance and service outcomes. Recognize and reward high performance while addressing performance concerns as needed. Eligibility Requirements Education Bachelor's degree in Business, Finance, Management, Communications, or a related field preferred. Equivalent combination of education and experience may be considered. Experience 3-5 years of customer service, call center, banking, or financial services experience. 2+ years of supervisory or team leadership experience preferred. Knowledge & Skills . Excellent leadership, coaching, and employee development skills. Exceptional verbal and written communication abilities. Strong problem-solving and conflict-resolution skills. Ability to manage multiple priorities in a fast-paced environment. Proficiency with CRM systems, call center technology, Microsoft Office applications, and operational reporting tools . How to Apply Click "" to submit your resume through our career site Be sure to include any relevant experience that aligns with the role. Qualified candidates will be contacted by a member of our recruitment team for next steps About eClerx eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results. The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA. For more information, visit www.eclerx.com You can also find us on: https://www.linkedin.

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//www.glassdoor.com/eClerx eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here