Contact Center Supervisor

Job Title

This person is responsible for leading a successful team of Contact Center employees in a dynamic and results-oriented environment. The ideal candidate will maintain high performance standards while ensuring consistent delivery of superior customer service experiences.

Qualifications

This person should have a minimum of an associates degree, plus four years of related work experience, or the equivalent. Previous experience in customer service is required, with a proven ability to effectively communicate. Prior leadership experience is strongly preferred. Success requires a demonstrated ability to critically think and problem-solve, anticipating customer needs through effective solutions.

Principal Responsibilities

Lead the team and develop an atmosphere of teamwork, open communication and unity. Provide oversight of all services offered. Actively mentor staff and ensure they are trained, evaluated, and motivated to perform their responsibilities in an effective and progressive manner.

Hire, onboard, train, and lead a team of call center employees. Ensure proper coverage and scheduling of staff and customer queues.

Foster a customer-centric work environment that promotes positivity, productivity, accountability, collaboration, and fun.

Monitor performance metrics to ensure operational effectiveness and consistent delivery of customer care quality standards.

Continuously coach staff to anticipate ever evolving client needs while proactively advising clients on solutions that mitigate risk, through both service and sales offerings.

Collaborate with other departmental leadership to continuously evolve and develop customer engagement strategies that promote ongoing improvement and growth, maximizing effectiveness.

Promote collaboration between internal teams by facilitating knowledge sharing, aligning processes, and ensuring a cohesive approach to a high standard of customer care delivery.

Seek community involvement and actively participate in organizations that increase bank visibility and public relationships within the community that we represent.

Act in accordance with FBT policies and procedures as set forth in the employee handbook.

Adhere to compliance procedures and participate in required compliance training.

Salary Grade 5

First Bank & Trust is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email hr@.