CCC Supervisor

SUMMARY:

The Customer Contact Center Supervisor position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the CCC Manager with development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

ESSENTIAL JOB FUNCTIONS

Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers Provides statistical and performance feedback and coaching on a regular basis to each team member Writes and administers performance reviews for skill improvement Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution Ensures employees have appropriate training and other resources to perform their jobs Responds to and resolves or escalates employee relations issues expressed by team members Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level Addresses disciplinary and/or performance problems according to company policy Prepares warnings, communicates effectively with employees on warnings, and makes effective/appropriate decisions relative to corrective action as required Assists the CCC Manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs Works as a member/leader of special or ongoing projects that are important to area/process improvement Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives Uses appropriate judgment in upward communication regarding department or employee concerns Manage schedule for Specialists to ensure coverage Complete Annual Performance Review for Specialists Responsible for keeping CCC leadership informed with Team performance and concerns Work with all CCC Supervisors to ensure team consistency across all locations Assist with customer calls during high volume

JOB REQUIREMENTS

High school diploma or equivalence required Prior experience in a customer support role required Prior experience in banking/financial services preferred

KNOWLEDGE/SKILLS REQUIRED

Leadership, Organizational Skills and Performance Management experience Strong phone and verbal communication skills along with active listening Customer focus and adaptability to different personality types Ability to multi-task, set priorities and manage time effectively Problem Solving/Analysis and Systems Management capabilities

PHYSICAL AND MENTAL QUALIFICATIONS

Standing, walking, bending and stooping required Must be able to sit at a desk for long periods of time and use a computer Must be able to occasionally move or lift up to 10 pounds May be asked to work supplemental hours periodically Limited travel required occasionally during and after business hours The above statements are intended to describe the general nature and level of work being performed by the incumbent assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all personnel so classified. NOT A CONTRACT