Now Hiring - Call Center Floor Supervisor in Ashland, VA

Position Summary: The Customer Care Center (C3) Floor Supervisor manages a team of customer care center (C3) agents and/or C3 Leads, with responsibilities including performance and time management, coaching, leadership development, point of escalation, and question/answer support. The C3 Floor Supervisor is responsible for the team of agents’ performance, product and system knowledge, execution of operational changes, and customer experience delivery. The Floor Supervisor is expected to display an encouraging, confident and excited attitude and appropriate behaviors/skills, so to model the delivery of a credible, positive, and human end-to-end customer experience across all engagement channels (phone, chat, video). The C3 Floor Supervisor is to train and coach their team on these attributes so to ensure every customer interaction is effectively leveraged, driving a service/sales culture which results in sustained customer growth, satisfaction, and loyalty.

Primary Duties

• Understands, analyzes, and leads to achieve performance metrics aligned with the organization’s goals such as call efficiency, low abandonment rate, caller wait times, and call resolution times
• Effectively trains and coaches team to competently and positively support customers, to include but not limited to (based on skill level of C3 banker) answering questions, resolving issues/requests, researching, account maintenance, and technical support with one touch resolution.
• Establishes goals for team members with measurements bi-annually. Ensures team members understand individual performance metrics and the weekly/monthly quality assurance monitoring that will take place.
• For each member of the team not reporting to a C3 Lead, conducts weekly observations of customer engagement across all channels (live and recorded) for quality assurance and to spot weaknesses in SLA, experience delivery, technical expertise and otherwise, so to then conduct on-the-spot coaching or create development plans with performance assessments for accountability in performance and behavior.
• For each member of the team reporting to a C3 Lead, responsible for the C3 Lead conducting the weekly observations noted above. The Floor Supervisor will conduct quarterly observations for these team members.
• Coordinates with C3 Operations Manager for their team’s scheduling and attendance of all system, servicing, procedural, and otherwise C3 training sessions
• Ensures adherence to all policy, procedural, audit, and customer experience expectations are met; recommends actions for process improvements.
• Ensures team is fully abreast of changes in policy, procedures, and requirements, and fully prepared to competently converse with customers regarding time-sensitive, relevant, or known issues and occurrences
• Supports the removal of hurdles and roadblocks to ensure team members maximize productivity and maintain high quality customer focused operations.
• Serves as the point of escalation for service, processes, questions, fraud questions, etc. that come from team of bankers and/or Leads. Ensures supports to resolve and/or de-escalates customer calls, messages, and complaints.
• Authority regarding wire, ACH approvals and returns, mobile deposits over a certain dollar limit, return deposited items, etc. as policy dictates
• Coordinates with C3 Operations Manager on work schedules to ensure adherence to schedules, breaks and coverage during various shifts (including weekend, evenings and holidays).
• Maintains working knowledge of all products, service and operations related to call center roles and responsibilities.
• Maintains compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.
• Performs other such duties as assigned.

Minimum Educational & Experience Requirements

• High School diploma or equivalent experience
• Minimum of ten years of experience in call center functions
• Minimum of three to five years in financial banking industry
• Minimum of five years of supervisory/team leader experience

Minimum Skill Requirements

• Exceptional customer service skills and the ability to establish and maintain relationships with internal and external customers, including customer confidentiality
• Demonstrated leadership skills and the ability to inspire and manage employees
• Decision making/problem resolution
• Ability to work effectively under stress with high work volume and tight deadlines
• Highly motivated and detail oriented
• Ability to work a flexible schedule as required to meet operating needs
• Excellent written and oral communication skills
• Demonstrated ability to achieve service and sales goals

• Continuous remaining in a stationary position, particularly, but not limited to, at a desktop computer
• Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use
• Continuous communication: verbal and written, in-person, phone and electronic

• Office environment at Atlee Commons Operation Center – Call Center

Experience

• High School diploma or equivalent experience
• Minimum of ten years of experience in call center functions
• Minimum of three to five years in financial banking industry
• Minimum of five years of supervisory/team leader experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)