Dividend- Call Center Supervisor

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GENERAL FUNCTION: On a daily basis you will supervise and coordinate activities of workers providing telephone customer support services. You will also make necessary changes in staffing based on day of week, sales promotion, and other anticipated events. This position reports to our Call Center Manager.

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:

Monitors productivity of customer service representatives and generates reports

Reviews PBX data to monitor the customer experience and subordinate statistics

Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets

Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies

Answers questions and recommends corrective services to address customer complaints

Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions

Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints

Determines work procedures, prepares work schedules and expedites workflow

Studies and standardizes procedures to improve efficiency of subordinates

Maintains harmony among workers and resolves grievances

Prepares composite reports from individual reports by subordinates

MINIMUM KNOWLEDGE AND SKILLS REQUIRED:

Bachelors Degree in related field or equivalent work experience

2 years experience as a call center supervisor

Experience working in a banking/financial institution

Outstanding communication, organizational and time management skills

Strong focus on customer/client needs

A team-oriented attitude

Strong relationship building skills both internally and externally

Demonstrates good knowledge of Microsoft Office, including Word, PowerPoint, and Excel. Analytical and data driven

Ability to work well independently

Excellent interpersonal and communication skills

Dividend- Call Center Supervisor

LOCATION — Cincinnati, Ohio 45227

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.