Call Center Supervisor Plano

Position Purpose

Responsible for providing excellent customer service and maintaining strong professional relationships in the Bank’s Customer Service Center. Professionally, courteously, and promptly resolves customer questions and/or problems. Responsible for supervising, motivating, problem solving, training, and coaching Customer Service Representatives. Responsible for performing a broad variety of financial services such as opening and closing accounts, renewing time deposit accounts, and assisting customers with account inquiries, maintenance, and problem resolution.

Has extensive knowledge and experience of complex deposit and loan products and services.

• Assumes responsibility for the effective and professional performance of financial service functions.
• Supervise a team of Customer Service Center representatives.
• Provides leadership through effective goal setting, performance review, delegation, training, coaching, and communication.
• Monitor the Customer Service Centers live performance tracking of inbound call queues, abandonment, and wait times. Keep the representatives aware of high call volumes and wait times. Assist with taking customer calls, especially during heavy call volumes or short staff situations.
• Assist associates with the resolution of customer service-related issues.
• Ensures personnel are well informed of policies and procedures. Discusses service areas needing improvement.
• Receives customer telephone questions and complaints in a professional manner.
• Presents and explains Bank products and services to customers and assists in meeting their financial needs including the following: opening, closing, and maintaining checking, savings, time deposit, and individual retirement accounts as well as working with safe deposit boxes, savings bonds, credit cards and consumer loans.
• Answers questions and solves problems for customers by listening, collecting data, and securing answers.
• Professionally and promptly handles escalated customer calls and issues.
• Consistently strives to meet the Customer Service Center’s call quality goals.
• Provide guidance for the Customer Service Center associates in meeting their individual goals.
• Maintains and projects the Bank's professional reputation, while adhering to the Bank policies.
• Other duties as assigned.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
• Keeps management informed of problems, and agents performance issues.
• Completes required reports and records accurately and promptly.
• Attend, conduct, and participate in meetings as required.
• Assists their team as needed, including taking customer calls.
• Conducts team meetings to keep their team informed, prepared, and motivated.
• Assumes responsibility for related duties as required or assigned.
• Assists other departments, as necessary.
• Performs related clerical duties as needed.
• Keeps work area clean, secure, and well maintained.
• Maintains the privacy of customer information.

• Lead and manage team through training, developing, and coaching associates on a consistent basis.
• Encourage others to set challenging goals and high standards of performance.
• Inspire associates to define new opportunities and continuously improve the organization.
• Celebrate and reward significant achievements of associates.
• Present logical and persuasive case for proposals and positions.
• Assist team in addressing their individual strengths and development needs.

• Financial service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.
• Accurate and complete information about Bank products and services is provided to customers.
• Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Management is informed of activities.
• Required reports and records are…