Posted in Other 6 days ago.
Position Title: Contact Center Supervisor
Business Unit: Retail Operations
Reports to: Assistant Manager of Contact Center
This position is responsible for coaching and motivating contact center representatives as they field customer calls. The incumbent will participate in the hiring and training process to ensure agents have the knowledge and resources available to answer questions and resolve problems or concerns. They will continue to support agents after training by monitoring agent progress, providing ongoing coaching opportunities, ensuring goals are understood, and expectations attained.
Hiring, training, and preparing representatives to respond to questions, complaints, and problem resolution across all delivery channels within the contact center.
Monitors and evaluates agent performance, provides learning or coaching opportunities, and takes corrective action, if necessary.
Ensures agents understand and comply with all call center objectives, performance standards, policies, and procedures. Responds to agent questions regarding best practices and assists during difficult situations.
Prepares reports and analyzes data to aid agents and the management team in reaching and determining goals.
Provides a positive culture through energetic communication, friendly competition, and employee development.
Collaborates with other supervisors and management team to support agents and maximize the customer experience.
Builds sustainable relationships by displaying empathy and the desire to help, acts as the liaison between the branch, customer, and agent through engagement and ownership of the situation.
Prepares agents for a career path within the contact center or other departments in the FNB organization.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.
F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.
Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:
High School or GED
Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:
Skills Required to Perform the Primary Responsibilities of this Position:
Excellent communication skills, both written and verbal
Excellent customer service skills
Excellent management skills
Ability to use a personal computer and job-related software
Ability to work and multi-task in a fast paced environment
MS Word - Intermediate Level
MS Excel - Basic Level
Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:
Physical Requirements or Work Conditions Beyond Traditional Office Work: