Contact Center Supervisor

NY0705 NY Region Business Office

Job Description

The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team.

The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.

Essential Functions

Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills

Provide real time management support within the Contact Center.

Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner

Conduct weekly/ bi-weekly coaching sessions and monthly team meetings with team members designed to enhance their skills.

Complete quality reviews of written payoffs processed by the team.

Regularly reviews team members performance ensuring proper management of service levels and other performance standards are being met.

Contribute to the setting of goals and targets for the Contact Center.

Complete monthly call monitoring for all types of interactions to ensure consistency and compliance standards are met.

Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational, employee and customer improvement.

Provide real time management support within the Contact Center

Ensure all Contact Center Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner

Respond to and resolve employee matters expressed by team members

Provide on-the-floor support to Contact Center Specialists

Take escalated customer calls

Identify and resolve complex customer service issues impacting the Contact Center or clientscomplex customer service issues impacting the Contact Center or clients

Create and maintain a high-quality work environment

Address disciplinary and/or performance problems according to policy

Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their Contact Center Specialists

Create and maintain a high-quality work environment

Address disciplinary and/or performance problems according to policy

Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their teams are met

Ensure reduction of errors and minimize losses

Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations

Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency

Work as part of a team

Work with on-site equipment

Complete other duties and special projects as requested by management

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Bachelor's Degree in Business, Finance or related subject or equivalent experience preferred

Work Experience

2 - 6 years Supervisory experience preferred or 3-5 years Customer service, contact center or relevant experience preferred

1 year banking experience preferred or 1 year technical background preferred

General Supervisory/Manager Knowledge, Skills, and Abilities

Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches

Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest’s strategic plans

Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion

Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning

Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience

Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information

Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required

Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters

Additional Knowledge, Skills and Abilities

Leadership and coaching techniques to build high performing teams

Knowledge of regulatory and compliance issues / standards

Knowledge of all technology and support systems

Knowledge of telephone operating system

The pay range for this position is generally $63,300 - $75,000 per year. Actual pay is based on various factors including but not limited to the successful candidate’s experience, skills, and knowledge. Benefits are also available.

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Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.