People's United Bank Call Center Supervisor--2ND SHIFT in BRIDGEPORT, Connecticut
Auto req ID: 9600BR
Posting Title: Call Center Supervisor--2ND SHIFT
the hours for this position are:
Tuesday - Saturday: 2:30pm – 11pm
This position is responsible for supervising all day-to-day activities of a customer service team that responds to customer requests, questions and issues, ensuring that all internal policies and procedures are adhered to. This position requires an understanding of the regulatory environment in order to apply policies and procedures to remain compliant. The supervisor must also manage their team to ensure all service levels and standards meet or exceed established metrics.
II. Principal Responsibilities (identify 4-7 major categories of work):
Provides guidance and support to staff regarding the most difficult and complex issues. Utilizes strong analytical skills to research multiple issues/escalated situations and brings them to a timely resolution, while coaching and educating their team members.
Evaluates and anticipates work volume and assigns and distributes work among staff equitably and effectively based on specific skillsets, the needs of the department and specialized queues.
Reviews and assess current procedures and identifies opportunities to improve customer service/satisfaction, effectiveness, and productivity among the various call center work groups.
Participates in special assignments and projects to support management meeting all milestones and project deadlines.
Creates a challenging and rewarding work environment using motivational tools, recognition, rewards and delegation of assignments. Assesses the strengths and development needs of the team, to meet or exceed goals and objectives. Discusses career plans with interested team members and provides guidance to assist them with achieving their goals.
Utilizes in depth knowledge of all systems/programs used within the call center and related to all customer contact channels to ensure optimal department productivity and efficiency. Develops and maintains a working knowledge of organizational products and services for all market regions.
Monitors staff adherence to internal policies and procedures in their day-to-day activities. Provides accurate and up to date information to staff members as modifications and changes occur. Addresses violations of internal policies or procedures immediately with staff and higher levels of management when appropriate.
Maintains employee records, coordinates scheduling working in conjunction with other supervisors, monitors attendance and provides critical input to management regarding employee performance. Conducts and documents quarterly performance discussions with all staff members. Completes Performance and Development Forms annually for team members within designated time frames, and submits to management for review.
Works closely with Recruiting to review, interview and hire prospective Call Center candidates.
Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.
III. Education/Experience Requirements
College degree or equivalent experience required.
2-5 years relevant experience
IV. Additional Job Requirements:
Strong working knowledge of specific job related systems and applications such as the core banking system, on-line banking applications including mobile banking, and social media sites. The ability to adapt and learn additional applications as needed is required.
Excellent PC skills including Excel, Word, Outlook and Internet based software programs, as well as call center industry specific programs.
Excellent organizational skills and attention to details are required to perform tasks efficiently while prioritizing multiple tasks.
Excellent analytical skills to resolve complex customer issues.
Excellent written and verbal skills with a demonstrated ability to communicate effectively with other team members as well as internal and external customers through multiple delivery channels.
Ability to lead and motivate a team to meet department objectives
Flexibility to respond to multiple ad hoc assignments or situations to support management.
Employment Type: Full Time
Address 1: 850 MAIN STREET
Zip Code: 06604
People's United Bank and its subsidiaries are equal opportunity and affirmative action employers EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status or any other legally protected status.