Contact Center Supervisor

Job description

NY0705 NY Region Business Office Job Description: The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team. The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations. Essential Functions: - Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills - Provide real time management support within the Contact Center. - Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner - Conduct weekly/ bi-weekly coaching sessions and mon...