Supervisor, Customer Care Services

Team Manager Customer Care Service

The main purpose of this job is to directly manage a team responsible for fulfilling service requests received / gained through inbound or outbound calls, web chat and or emails from Bank customers.

Essential Functions

• Utilize a variety of tools to monitor employee's customer interactions and provide coaching to recognize excellent performance and / or identity improvement opportunities
• Conduct regularly scheduled performance reviews and coaching sessions
• Identify and schedule training opportunities for customer service, product solutions and / or technical skills
• Plan and implement development activities to prepare agents for future supervisory responsibilities within the programs available
• Accept and respond to escalated customer call issues that require management intervention and / or fraud mitigation actions by directly resolving the issue or determine if the call should be handled by another level of management or department
• Log and report escalated calls to designated area for future tracking and reporting
• Monitor and control overtime and miscellaneous expenditures to remain within department budget
• Review and approve fee refund requests processed by representatives
• Maintain and periodically monitor transactions completion process to assure documentation and information provided to callers meets regulatory and pricing standards
• 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
• Perform other duties as assigned

Work Schedule

Knowledge, Skills & Abilities Required

Education & Experience

Compensation Range

Annual Salary : $54,500.00 - $73,000.00 (Amount based on relevant experience, skills, and competencies.)