Contact Center Supervisor

Contact Center Supervisor

Start a career with First National Bank Alaska, the *Best Place to Work in Alaska* as recognized 11 years in a row by Alaska Business magazine readers.
Attention Customer Contact Center Professionals!

Come work with the Contact Center Manager to provide leadership, training, coaching, and mentoring to unit staff.

We have a competitive salary schedule based upon minimum experience to very experienced; the job/salary offer would be commensurate with your experience.

Schedule: Monday - Friday, 8am-5pm; some evening/weekend coverage

GENERAL PURPOSE SUMMARY
Works closely with Contact Center Manager to oversee the daily operations of the Customer Contact Unit (unit). Provides leadership, training, coaching, and mentoring to unit staff in order to deliver consistent and exceptional customer service. Ensures critical timelines are met, operational controls are in place, staff development and training are occurring consistently and daily functions are complete by performing the following essential duties and responsibilities:


ESSENTIAL DUTIES AND RESPONSIBILITIES
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ensures customers and prospective customers are treated with the highest levels of courtesy and professionalism by routinely monitoring agent telephone conversations.
2. Develops and implements robust and timely training, coaching and feedback to support staff development in meeting expectations.
3. Tracks, maintains and evaluates call data and service levels. Makes recommendations to management for team goals and expectations using call data. Evaluates the effectiveness and efficiency of automation within the unit through analysis of contact center reports to ensure staff are meeting established goals and makes recommendation to modify expectations.
4. Maintains subject matter expert (SME) level knowledge to provide technical support when assisting customers with debit and credit card cancellation, reissues, account disputes, placing stop payments, researching account transactions and supporting the bank's digital services for bank customers.
5. Handles sensitive and escalated customer inquiries and ensures consumer complaints are responded to in accordance with the bank's Consumer Complaint Policy.
6. Reviews and approves all electronic communication sent to customers by unit for adherence to policy, procedure, accuracy, and professionalism.
7. Ensures the team is strictly adhering to the bank's security procedures for customer identification and red flag identification. Notifies appropriate areas and takes immediate action if fraud is suspected or identified.
8. Analyzes current procedures, makes recommendations for modification, and implements new procedures. Drafts, updates, and maintains unit's desk manuals.
9. Participates in bank initiatives as directed and provides subject matter expertise for implementing changes. Serves as a liaison with other bank departments as needed for system and programming issues.
10. Keeps current with pertinent bank regulations, including but not limited to Reg. DD, Reg. CC, Reg. E, Bank Secrecy Act, Community Reinvestment Act, and Right to Financial Privacy Act, FDIC deposit insurance, and Reg. Z.
11. Performs other work-related duties as assigned by manager.

COMPLIANCE EXPECTATIONS

• Ensure business unit's operations comply with bank policy, procedures, and banking regulations (for business unit heads).
• Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time.
• Stay updated on relevant laws and regulations.
• Ensure you and your delegates comply with the bank's policies, procedures, laws and regulations.
• Maintain customer confidence and protect the bank's operations by you and your delegates identifying and protecting confidential information.

SUPERVISORY RESPONSIBILITIES
Supervises assigned unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.


QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


EDUCATION and/or EXPERIENCE:
Minimum: Bachelor's degree in a business-related field and three years progressively responsible related bank operations experience, including one year in a supervisory capacity; or five years progressively responsible related bank operations experience, including one year in a supervisory capacity; or equivalent combination of education/training and experience. Familiarity with banking regulations.

Preferred: Call Center supervisory experience. Strong overall knowledge of banking operations/regulations and ability to learn First National Bank Alaska's current operations and products. Must demonstrate ability to lead and coach staff to ensure excellent customer service, efficient operations, and adherence to policies and procedures. A hands-on manager who is willing and able to model desired behavior. Sales skills.


OTHER SKILLS and ABILITIES:
Word processing, spreadsheet, and Outlook software experience required. Ability to use phone, operate 10-key by sight, and keyboard 35 wpm required. Ability to operate 10-key by touch and keyboard 45 wpm preferred. Database and presentation software experience preferred. Ability to handle highly confidential information, frequent deadlines, and work effectively under time constraints required. Ability to perform well under pressure and respond politely to customers required.


LANGUAGE SKILLS:
Ability to read, analyze and interpret general business periodicals, professional journals, technical journals, and procedures, or governmental regulations. Ability to effectively present information and respond to questions from managers, customers, and the general public. Ability to write reports, business correspondence, and procedure manuals.


MATHEMATICAL SKILLS:
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.



REASONING SKILLS:
Ability to define problems, collect data, establish facts, and draw conclusions. Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


While performing the duties of this job, the employee is frequently required to stand; walk; reach with hands and arms. The employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; talk and hear. The employee is occasionally required to stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include peripheral vision, depth perception, and the ability to adjust focus.

WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.


The noise level in the work environment is usually moderate.