Customer Contact Center Supervisor

unibank•Whitinsville, MA

2d•$25 - $32

About The Position

We have a Unique opportunity to join our Customer Contact Center team in a full-time role as a Contact Center Supervisor. We are group of talented, professional individuals passionate about supporting our customers and co-workers. We’re looking for someone who believes in the mission of a community bank, who gets excited about learning new things, strives to provide exceptional service and thrives in an environment where you’ll be challenged every day. If being part of a team that gets to make a difference, has an opportunity to learn about all aspects of our business and wants to have fun along the way each day – then come join us! Position Overview Our Customer Contact Center Supervisors handle escalated customer inquiries. With a goal of one-call resolution, these internal and external customer interactions model the highest standards of courtesy, professionalism, empathy and problem solving. As a mentor to our Contact Center Representatives, the Supervisors assist in training, development and on-going coaching.

Requirements

Associate's degree required; Bachelor’s degree preferred.
Knowledge of customer service practices and technology highly preferred.
3-5 years of supervisory experience, 1-3 year in a banking call center environment preferred.
Superior listening, verbal, and written communication skills.
Ability to handle stressful situation appropriately.
Intermediate to advanced skills in Microsoft Office.
Must be able to work without direct supervision, solve problems, perform under stressful conditions, use internet for research.
Manage multiple priorities and adapt to change within a fast-paced business environment.
Strong coaching, teaching and motivating skills required.

Nice To Haves

Bilingual a plus.

Responsibilities

Exceed customers’ service and sales expectations in an inbound/outbound call center environment, including e-mail, online account opening and eChannel expertise.
Assist Retail branch staff through the “Branch Hotline”. Assist branch staff with routine system navigation, reviewing procedures and assist with creative solutions to solve customer concerns. Provide support for our, eChannels, online resources and expediting approval requests, and at times customers transferred from the branch staff. Handle escalations as needed.
Research and resolve complaints to ensure customer retention and satisfaction.
Maintain an understanding of UniBank products and services, procedure, policies and appropriate regulatory issues in relation to deposit and transaction accounts.
Assist in developing scheduling/staffing plans and make adjustments to plan to meet daily service level standards.
May participate in the interview, hiring and training process of new hires.
Communicate trends and develop plans/processes as needed to handle unanticipated events to delight our customer base while keeping management informed.
Complete various retail projects as assigned.
Manage NSF decisions for the on-line branch
Other duties as assigned.