Supervisor, Customer Contact Center - Remote

ICBA Remote
customer contact remote c3 call center calls procedures credit team tcm csrs customer experience training monitoring
January 21, 2023
ICBA
Phoenix, Arizona
Supervisor, Customer Contact Center


Summary:


The Customer Contact Center Supervisor's (C3 Supervisor) primary role is to support and motivate the Customer Service Representatives (C3 CSRs) to provide the best customer experience in all customer interactions. The C3 Supervisor must be a dedicated, supportive supervisor who can coach and engage the C3 CSRs to meet all service level expectations and goals as they field calls from clients. Provides direction and evaluates team performance to ensure cardholders/agent banks receive an excellent for customer experience. Serves as an escalation point for resolving complex customer issues. Deliver associate feedback and assist with personnel decisions. The C3 Supervisor will assist in the training process, ensuring that every C3 CSR is well-prepared for their calls. The C3 Supervisor will support the C3 CSRs by monitoring their progress, answering their questions, providing ongoing coaching and inspiration.


To succeed in this role, you must be passionate about providing excellent customer experiences and leading in a people-first culture. Enjoy leading the team to perform, managing intense emotional situations, and sometimes having difficult customer conversations while maintaining professional and courteous composure in resolving the cardholder's issues.


This position is 100% remote and requires the supervisor to have reliable internet.


Duties & Responsibilities:


  • Maintain and display a positive attitude.
  • Supervising and overseeing a team of call center agents.
  • Motivating and supporting agents through feedback and communication.
  • Measures KPIs like SL, inbound calls, call waiting and call abandonment.
  • Keep track of employee attendance and ensure work procedures comply.
  • Preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Answering agent questions regarding best practices or difficult calls and escalations.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring calls, evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist management in determining call center goals.
  • Working with leadership to support agents and maximize customer satisfaction. Keep leadership informed on issues or problems.
  • Assist in the formulation of targets for individuals and teams.
  • Ensure adherence to phone coverage and service level, including scheduling and workforce decisions. Preparing call forecasting and schedules.
  • Reviewing timesheets and time off requests. Ensure adherence to policies for attendance.
  • Devise ways to optimize procedures and keep staff motivated.
  • Review Contact Center procedures; implements process improvements; delivers Associate training and conduct team meetings.
  • Assist in hiring and onboarding new employees.
  • Participate in contact center fraud prevention and awareness.
  • Complete all training coursework assigned and all compliance coursework assigned.
  • Performing other related duties as assigned.


Qualifications:


  • A high school diploma/GED. AA/AS degree or equivalent work experience is preferable.
  • Three years prior experience in a Call Center supervisory position is required. Credit card industry experience preferred.
  • Ability to coach, train, and motivate employees timely and effectively.
  • Demonstrated ability to evaluate the staff performance and ensure associates perform at their best.
  • Ability to motivate, engage, and develop the staff for accountability for department objectives.
  • Excellent problem-solving, leadership, and negotiation skills. Analytical, efficient, and thorough.
  • Demonstrated ability in deciphering and applying company and departmental procedures consistently to employees.
  • Excellent customer service skills: Must be customer-first driven and focused on providing the best customer experience.
  • Call Center workforce management system experience and in-depth understanding of Real-Time monitoring strategies.
  • Knowledge of performance evaluation procedures.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
  • Demonstrated experience and understanding in supervising timesheet and payroll practices.
  • Excellent verbal and written communication skills. Working knowledge of Call Center technology. Tech-savvy with knowledge of relevant computer programs and telephone equipment.
  • Proficient in MS Office (Outlook, Word, Excel, PowerPoint).
  • Knowledge of credit card and lending regulations, including Reg. Z; Reg. B, CARD Act; FCRA, and FDCPA.


TCM Bank, N.A., a subsidiary of ICBA Bancard, serves as a trusted advisor to community banks, helping build and strengthen customer relationships with a market competitive and fully branded consumer and business credit card agent program. Through our Total Card Management program, we serve as a direct issuer of credit cards for banks who prefer not to issue cards themselves. TCM Bank has been in business for over 24 years and has grown to over 100 employees nationwide. We are now partnered with over 780 financial institutions across the United States, and proud to meet the credit card needs of more than 465,000 customers. We are a Community Bank that believes in Community Banks.


Outstanding benefits package - 100% premiums are company paid!


TCM Bank, N.A. embraces the diversity of its applicants and employees and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic protected by applicable law.


TCM Bank is located in Tampa, FL. This is a remote opportunity. Qualified candidates located in the states where we do business will be considered.


No sponsorship is available for this position.


Principals Only. No Agencies Please.


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