Support Team Supervisor

Job description

Description The Support Team Supervisor is responsible for leading a team of employees who provide exceptional support to clients throughout their ongoing banking needs. This role ensures a seamless experience for clients by overseeing support activities across multiple channels, including phone queues, email, and online platforms. Key Responsibilities: · Supervise and mentor team members, fostering a client-focused culture and ensuring high-quality service delivery. · Serve as a player-coach by handling client support needs directly as required, while partnering with the team to complete daily tasks, meet deadlines, and ensure a high-quality client experience. · Manage daily operations of the support team, including resource allocation and performance monitoring across phone, email, and digital channels. · Monitor phone queues, address escalated client issues, and implement process improvements for enhanced efficiency. · Train staff on banking products, compliance requirements, and customer service best practices. · Collaborate with internal departments to resolve client concerns and streamline onboarding procedures. · Define and continuously improve the client experience by mappi...