Sr Supervisor (Call Center)

Responsibilities include but are not limited to: * Provide guidance and assistance to CSR's handling customer inquiries.

* Provide coaching, mentoring in achieving sales goals and Mystery Shop Standards.

* Daily monitoring of call volumes to determine adequate staffing needs to ensure service levels are being met.

* Recommend schedule revisions and manage changes in schedules for staff to meet the needs of department.

* Monitor daily workflows of CSR's and department to ensure the best customer service is available and is being managed efficiently.

* Prepare of weekly payroll records, handle requests for time off.

* Handle disciplinary actions necessary.

* Handle customer inquiries and/or issues as necessary.

Required Skills: * Working knowledge of bank products, service and procedures.

* Understanding and usage of multiple systems, computers and databases.

* Ability to communicate with management effectively both written and verbally.

* Ability to communicate with other areas of the bank to handle customer inquiries/issues and department functions.

* Excellent interpersonal skills and leadership skills.

* Ability to demonstrate sound decision making skills.

Required Experience: * High School Diploma or GED and a minimum of five years customer service experience.

* Minimum of two years supervisory experience.

* Associates Degree preferred.

* Banking background preferred.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Full-time