Contact Center Supervisor

Northwest Bank • Buffalo, NY • 2h ago

NY0705 NY Region Business Office Job DescriptionThe 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 QUALIFICATIONSTo 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. EducationBachelor's Degree in Business, Finance or related subject or equivalent experience preferred Work Experience2 - 6 years Supe

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