Customer Care Unit (Call Center) Supervisor

Customer Care Unit SupervisorThe Customer Care Unit Supervisor is responsible for supervising a centralized Customer Care Unit (CCU) that provides a variety of sales and service functions to bank customers and prospects with paying and receiving transactions as a virtual teller and processes consumer loan applications and new accounts via phone and internet. Responsibilities include:Coordinates day-to-day call center operations and administers company policies and proceduresProvides input on personnel actions, including staffing interviews, selections, terminations, disciplinary actions, and staff scheduling; ensures monthly coaching and performance and salary reviews reflect accurate, comprehensive feedback; guides staff in developing individual development plansOversees operations to ensures audit, compliance and internal controls are administered satisfactorily to manage risk and control negative exposureResponds and resolves escalated customer services issues through effective decision making; provides feedback to the customer and ensures requests are responded to timelyDevelops, coaches, and motivates staff to achieve departmental goals, adheres to Standards of Excellence, trains on products, procedures and systems; guides employees when responding to changing business conditions; ensures staff is aware of bank's initiativesUnderstands system applications, processes and reports to provide effective balanced feedback, coaching, and developmentMonitors company required training and staff performance; observes and monitors calls and banker assist; ensures data for reporting is accurate, timely, and adheres to standardsOrganizes and facilitates staff meetings regarding team performance, recognition, and information exchangeRequires work on physical bank premisesRequirements:High School diploma or GED6+ years experience in customer service2+ years leadership experienceSkills:Working knowledge of Microsoft Excel and MS Word; basic keyboarding and calculator skills; must be able to do simple math and carry out written instructionsWork occasionally requires more than 40 hours per week to perform the essential functions of the positionLifting in an office setting may be required up to 30 lbs.ANBTX strongly encourages candidates that are fluent in English and Spanish to apply. Jobs that specifically require candidates to be bilingual will be posted as a requirement.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.