Call Center Representative

Should be able to work any shift between 8 am and 8 pm EST

GENERAL FUNCTION

First level of management in the Call Center Department. Works under close supervision of the Call Center Manager. Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensures staff compliance with Bancorp policies and procedures.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Coordinate and supervise day-to-day workflow in the Call Center.
• Monitor Call Center activity to ensure customer service and production standards are met and maintained. Work with other members of the management team to address problems when they arise.
• Prioritize work and delegate tasks to ensure proper coverage of functions, including assisting as part of a team in the overall management of call flow.
• Oversee and assist in resolving escalated operational and customer service issues. Forward staff suggestions for improvement to other members of the Call Center management team.
• Oversee post-classroom training of new hires, ensuring a full understanding of departmental procedures, Bank procedures, and Bank products and services. Promote teamwork and cross-training among employees.
• Responsible for the development and motivation of staff and ensuring they have the necessary resources to perform their jobs effectively.
• Continually identify and implement process improvements and work efficiencies to enhance Call Center performance.
• Encourage and develop employees' sales skills. Promote cross-selling and upselling of products and services.
• Conduct telephone quality monitoring reviews and meet with Quality Analysts to discuss findings. Provide feedback and coaching based on quality monitoring results and Voice of Customer feedback.
• Identify individual and group training needs and collaborate with the management team to develop effective improvement plans.
• Monitor employee attendance and ensure accuracy of hours worked prior to payroll submission.
• Demonstrate expert knowledge of banking products and services.
• Assume periodic responsibility for managing the entire shift, including nights and weekends.
• Oversee specific departmental projects as assigned.
• Participate in internal or external departmental rotations for development purposes.
• Continuously learn and enhance knowledge of Bank products and services.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Responsible for:

• Providing timely, candid, and constructive performance feedback.
• Developing employees to their fullest potential and providing challenging opportunities that support career growth.
• Building and maintaining an appropriate talent pool to ensure adequate bench strength and succession planning.
• Recognizing and rewarding employees for accomplishments and contributions.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Bachelor's degree or equivalent experience required.
• 0-2 years of supervisory experience, preferably in a customer service environment.
• Banking operations experience in the specified area or a comparable area preferred.
• Excellent verbal and written communication skills.
• Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.
• Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.
• Ability to work in a team environment, presenting a professional image and commanding the re spect of staff, peers, and senior management.
• Ability to multi-task and be flexible.
• Excellent organization and project management skills.