Supervisor-Call Center Command Center

People's United Bank
Oct 14, 2016
Oct 19, 2016
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
This position is responsible for the day-to-day activities of a Call Center operations team that creates and maintains specific reporting that includes pertinent productivity, efficiency and service level measurements to assist management in improving performance and achieving goals. This position also requires an understanding of the regulatory environment in order to apply policies and procedures to remain compliant. The supervisor must also manage their team to ensure all service levels and standards meet or exceed established metrics.

II. Principal Responsibilities:

Provides guidance and support to staff regarding the most difficult and complex issues. Utilizes strong analytical skills to research multiple issues/escalated situations and brings them to a timely resolution, while coaching and educating their team members.

Evaluates and anticipates work volume and assigns and distributes work among staff equitably and effectively based on specific skillsets and the needs of the department.

Maintains employee records, coordinates scheduling working in conjunction with other supervisors, monitors attendance and provides critical input to management regarding employee performance. Conducts and documents quarterly performance discussions with all staff members. Completes Performance and Development Forms annually for team members within designated time frames, makes initial recommendations and submits to management for review.

Utilizes specialized knowledge of key Call Center support systems and technology to deliver ongoing production support and vital management information needed to maintain a high level of customer service.

Updates and maintains the Call Center's Workforce Management and telecommunication software to provide management with various reports and to publish optimal work schedules for agents to support service level attainment.

Leads productivity and process improvement using technology and specialized knowledge of the organization's Call Center systems and processes.

Evaluates the effectiveness of existing processes and systems and identifies opportunities to optimize efficiency. Plays a key role in the successful implementation of new processes and technology.

Monitors staff adherence to internal policies and procedures. Ensures that current and accurate information is provided as modifications occur.

Participates in special assignments and projects in support of management.

Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.