Commercial Call Center Supervisor

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**Hours for role - Tuesday through Saturday 8 am to 5 pm

GENERAL FUNCTION:

First level of management in the Commercial Service Center. Works under close supervision of Service Center Manager. Facilitates workflow, monitors productivity, and ensures staff compliance with Bancorp policies and procedures. Direct responsibility for approximately 15-20 FTE’s, which includes coaching, HR issues, and development on advanced skills.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coordinate and supervise day-to-day workflow in Call Center.

• Monitors Call Center activity to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise.

• Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e. assist as part of a team in the overall management of call flow.)

• Expert level knowledge of department processes and product to serve as the first line of support in resolving internal and external customer issues.

• Oversee post classroom training of new hires, ensuring a comprehensive understanding of departmental and bank procedures, products, and services.

• Responsible for the development and motivation of staff, and ensuring that they have the necessary resources to do their job.

• Continually look for ways to improve the performance of the Call Center by identifying and implementing work efficiencies through process improvement techniques.

• Serve as the liaison between management and front-line agents. Champions the suggestions and concerns of the agents and works to ensure agents are fully engaged in the improvement of the service center.

• Review quality monitor of calls for agents performed by the Quality Team. Provide feedback and coaching to agents on their performance.

• Identify individual and group training needs and work with dedicated training team to implement a plan of action. Develop individual improvement plans for each agent.

• Manage the attendance of subordinates and ensure accuracy of hours worked prior to submitting payroll information.

• Provide recommendations with regard to performance appraisals, promotions, salary increases, and disciplinary actions for subordinate employees.

• Responsible for periodic management of entire shift (i.e. Nights and weekends).

• Oversee of specific departmental projects.

• Participate in internal or external departmental rotations for development purposes.

• Continually learning and developing knowledge of Bank products and services.

• Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid and constructive performance feedback; developing all employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor’s degree or equivalent experience required.

• Previous management experience preferably in a customer service environment preferred.

• Banking operations experience in specified or comparable area preferred.

• Excellent verbal and written communication skills.

• Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.

• Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.

• Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.

• Ability to multi-task and be flexible.

• Excellent organization and project management skills.

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Commercial Call Center Supervisor - Business BankingLOCATION -- Grand Rapids, Michigan 49546

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.