Job Summary:
Provides direct supervision over a group of 5-20 Customer Contact Center Specialists.
Facilitates workflow, monitors productivity, and ensures compliance with policies and procedures.
Job Duties and Responsibilities:
Monitors Call Center activity to ensure that customer service and production standards are met and maintained.
Work with other members of management team to address problems when they arise.
Researches, resolves, and responds to escalated cases and problems through direct action or referral to the appropriate person/department; makes decision regarding payments and other request as needed.
Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions.
Expert level knowledge of department processes and product to serve as the first line of support in resolving internal and external customer issues.
Responsible for contributing to bank deposit growth; utilize and promote the needs based sales concept; identify customers needs and match other bank services and products to those needs; participate in training on various products and services available for solicitation.
Oversees post classroom training of new hires, ensuring a comprehensive understanding of departmental and bank procedures, products, and services.
Coordinates and supervise day-to-day workflow in Call Center
Maintains a current knowledge base of all products and services available through the bank, to include changes and enhancements; ensure Contact Center Specialists are aware of these products and services, and trained accordingly.
Holds team members (contact center specialists and contact center support specialists) accountable in all areas of performance including achievement of both sales and service goals, first call resolutions, dropped call metrics, and other established call center performance standards.
Provides leadership and direction to members of the department in accordance with Company policies and applicable laws.
Responsible for conducting interviews, hiring, planning, assigning or directing work, appraising performance, disciplining team members and resolving performance problems.
Each team member is expected to be aware of risk within their functional area.
This includes observing all policies, procedures, laws, regulations and risk limits specific to their role.
Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
Performs other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace.
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Minimum Education: Bachelor's Degree or equivalent work experience.
Minimum Experience: Four (4) years related experience
Required Knowledge, Skills, & Abilities:
Previous supervisory experience required
Experience in reading and interpreting reporting data, and forecasting or understanding forecasts prepared by others in relation to staffing requirements and peak call volumes.
Strong verbal and written communication skills.
Strong conflict and problem resolution skills.
Strong customer service skills and the ability to convey information in a receptive manner.
Experience working in a financial services environment.
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