Customer Service Center Support Team Supervisor (Call Center)

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Base Salary Range:

$26.07 - $32.59 - $39.11 per hour

At Heritage Bank, we work hard, but also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy!

As part of our team you'll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month*, while also enjoying 11 paid holidays each calendar year, and an annual float day. *pro-rated from start date, and/or hours worked. To view Benefits Summary : Apply > Current Openings > position > attachment.

Position Overview:

The customer service center support team supervisor is responsible for overseeing the daily workflow and supervision of assigned CSC team and will plan, direct and organize activities while partnering with the management team to achieve service level targets, and meet operational objectives, through consistent coaching and performance management, in accordance with the Heritage Bank Mission, Vision, and Values.

The successful candidate:

• Plans and directs workflow of assigned team to ensure all team tasks are appropriately allocated and required deadlines/commitments are met on a daily basis in accordance with Heritage Bank Service Standards.
• Analyzes department job functions and makes suggestions for streamlining functions, improving efficiency and enhancing the accuracy and quality of work.
• Monitors and balances staff work assignments, using measurable position metrics, and ensures critical work is completed within established timelines.
• Monitors the productivity of assigned team to ensure customer service consistency and uniformity; reviews system reports to monitor call duration, hold time, transfer activity, etc.; observes employee demeanor, technical accuracy, and conformity to policies and procedures; answers questions and recommends corrective solutions to address customer concerns or complaints.
• Performs and/or assists with a full range of consumer and business customer support oriented telephone and email activities; responds to customer inquiries and determines appropriate response or direction for the caller.
• Consistently applies superior decision making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.
• Provides management with weekly, monthly and quarterly reports as requested.
• Provides direct reports with proper tools and authority to execute their assigned functions. Develops skills of staff through goal-setting, coaching, problem resolution, delegation, training, counseling, and performance management.
• Works collaboratively with manager to execute personnel actions such as recruiting, coaching and development of staff, timely performance reviews and salary increases, in accordance with legal and acceptable Bank personnel practices.
• Assumes responsibility for various department functions in the absence of team members or in overload situations.
• Maintains proficient knowledge of, and ensures bank activities are performed in compliance with, all state and federal banking laws and regulations applicable to areas of responsibility.
• Ensures Bank activities are performed in compliance with the Bank's Policies and Standards, in partnership with Enterprise Risk Management and other internal banking partners.

Requirements:

• High School diploma or equivalent - required. Associate's Degree or higher in Business Management - preferred.
• 3+ years recent experience in branch banking, bank operations, and/or support center environment, demonstrating working knowledge and proficiency in all major center functions, (i.e., directing workflow, consumer and business support, while coaching and motivating a team) with an emphasis on providing exceptional customer service, which includes a minimum of 1+ years' in a lead or supervisory role, in a community bank or financial services industry required
• Equivalent combination of education, experience, and training may be considered.
• Provides an exceptional level of quality service for internal and external customers, in accordance with service level standards, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service.
• Exhibits professional and effective listening, verbal, and written communication skills (correspondence, reports and email), with the ability to communicate outstanding/follow up issues over the phone, in person and via email; with the ability to read, write, speak and understand English well.
• Maintains personal composure when confronted with difficult situations, with the ability to gain trust and respect with all levels of staff and management. Must have the ability to deal calmly and effectively to diffuse and manage sometimes volatile and stressful situations.
• Demonstrated leadership skills are required to manage, motivate, and develop high performance work teams and monitor workflow and schedules; employee development, performance management, training, and employee counseling skills are essential.
• Strong analytical reasoning, problem-solving, attention to detail, organizational, data review and time management skills, with the ability to accurately manage multiple assignments, goals, reporting requests and staffing schedules, ensuring priorities are set and commitments and deadlines are met, with minimal direction and supervision.
• Thoroughly understands and applies principles, procedures, requirements, regulations, and policies related to assigned areas of oversight.
• Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints.
• Unquestionable integrity in handling sensitive and confidential information required.
• Proficient and advanced use and understanding of MS Office products (Word, Excel, Outlook), telephony hardware/software and contact center specific applications, with the ability to learn and adapt to new technologies quickly.
• Working knowledge and experience using telecommunications systems required. Cisco telecommunication systems - preferred.

Working Environment/Conditions:

• Climate controlled office environment.
• Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.
• Work requires regular attendance, punctuality and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, Saturday's and/or extended hours, as needed.

Physical Demands/Effort:

• Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day.
• Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner, and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
• Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, walking, climbing, kneeling or crouching to file materials.
• Occasional lifting and/or moving up to 10 lbs. (files, boxes, etc.)

The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all qualifications for this position.

Heritage Bank is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or any other basis protected by applicable law.

Job applicants have certain legal rights. Please click here for information regarding these rights. If you need assistance completing the online application, please email: View email address on us.fitly.work

Salary Range Disclaimer

The base salary range represents the min, mid and max of Heritage Bank's salary range for this position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank's total compensation package for full time and part time employees. Depending on position, other total compensation rewards may include, monthly, quarterly or annual incentive, and/or bonuses.