Senior Supervisor, Customer Support

Senior Supervisor, Customer Support

The main purpose of this job is to oversee the daily operations, reporting and tracking, supervision and coaching of employees, for the Support teams in Commercial Customer Support and Bankcard Security Service Center.

Essential functions include :

• Develop and complete projects resulting from changes in technology or new services offered to customers
• Determine and execute upon strategic initiatives through process improvements
• Participate in business committee meetings
• Review budget and budget variance at the team level periodically
• Provide recommendations to senior leadership for best practices
• Oversee department workflow and effectively communicate decisions, priorities and relevant information to team members
• Provide guidance to employees on departmental projects / issues, coach and develop training plans, lead development conversations, and answer day-to-day questions for team members
• Understand the functions of the department and impact of results. Several processes are driven by various regulations and tend to be time sensitive.
• Participate in meetings with leadership across business lines surrounding key performance metrics
• Review, update, and deliver weekly and / or monthly associate scorecards
• Review, update, and deliver monthly team scorecards to Bank Operations leadership
• Work directly with vendors and third party applications with escalating customer issues and service tickets
• Intraday workforce management to maximize phone and email coverage to meet service level agreements
• Perform other duties as assigned

Work Schedule : Monday - Friday 8 : 00 am - 5 : 00 pm

Knowledge, skills, and abilities required include :

Education & experience :

Compensation range : $70,500 to $83,000 annually.

The candidate selected for this position may be eligible for the following employment benefits : employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits.

Location : 922 Walnut St, Kansas City, Missouri 64106