Job detail

Customer Service Call Center Supervisor

Tacoma, WA

The Customer Service Center Supervisor position will oversee and manage the day to day operations of an assigned call center, and will plan, direct, and organize the activities of the CSC Team in order to maintain appropriate levels of customer service and operational efficiencies, while promoting the image of the Bank in a professional and positive manner.

The successful candidate:
  • Provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards.
  • Plans and directs workflow of assigned team to ensure all team tasks are appropriately allocated and required deadlines/commitments are met on a daily basis.
  • Analyzes department job functions and makes suggestions for streamlining functions, improving efficiency and enhancing the accuracy and quality of work.
  • Monitors and balances staff work assignments, using measurable position metrics, and ensures critical work is completed within established timelines.  
  • Monitors the productivity of department personnel to ensure customer service consistency and uniformity; reviews system reports to monitor call duration, hold time, transfer activity, etc.; observes employee demeanor, technical accuracy, and conformity to policies and procedures; answers questions and recommends corrective solutions to address customer concerns or complaints.
  • Performs and/or assists with a full range of customer service oriented telephone and e-mail activities; responds to customer inquiries and determines appropriate response or direction for the caller.
  • Consistently applies superior decision making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.
  • Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations.
  • Participate in operating and project budgets to achieve results within those budgets.
  • Provide management with weekly, monthly and quarterly reports as requested.
  • Recommends and writes department procedures to ensure adherence to Bank policy and industry regulations.  Communicates approved revisions to staff in a timely manner.
  • As requested, may participate as a member of the Bank’s incident response team in the event of a technology emergency or breach in confidential information.
  • Provides direct reports with proper tools and authority to execute their assigned functions. Develops skills of staff through goal-setting, coaching, problem resolution, delegation, training, counseling, and performance management. 
  • Assumes responsibility for various department functions in the absence of staff members or in overload situations, as needed at all locations.

  • High School Diploma or equivalent – required. Associates degree or higher in Business Management – preferred.
  • 3+ years recent call center, retail banking and/or bank operations experience which includes  a minimum of 1+ years’ in a supervisory or lead role, with emphasis on providing exceptional customer service, proficient technical skills and thorough working knowledge and proficiency in all major functions within a service center environment, in a financial services industry – required.
  • Equivalent combination of education, training and or comparable experience may be considered.
  • Provides an exceptional level of quality service for internal and external customers, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service.
  • Provides an exceptional level of quality service for internal and external customers, and 
  • responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service.
  • Exhibits professional and effective listening, verbal, and written communication skills (correspondence, reports and email), with the ability to communicate outstanding/follow up issues over the phone, in person and via email; with the ability to read, write, speak and understand English well.
  • Maintains personal composure when confronted with difficult situations, with the ability to gain trust and respect with all levels of staff and management.
  • Must have the ability to deal calmly and effectively to diffuse and manage sometimes volatile and stressful situations. 
  • Demonstrated leadership skills are required to manage, motivate, and develop high performance work teams and monitor workflow and schedules; employee development, performance management, training, and employee counseling skills are essential.
  • Strong analytical reasoning, problem-solving, attention to detail, organizational, data review and time management skills, with the ability to accurately manage multiple assignments, goals, reporting requests and staffing schedules, ensuring priorities are set and commitments and deadlines are met, with minimal direction and supervision. 
  • Thoroughly understands and applies principles, procedures, requirements, regulations, and policies related to assigned areas of oversight. 
  • Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints.
  • Unquestionable integrity in handling sensitive and confidential information required.
  • Proficient and advanced use and understanding of MS Office products (Word, Excel, Outlook), telephony hardware/software and contact center specific applications, with the ability to learn and adapt to new technologies quickly. 
  • Working knowledge and experience with the Bank’s core processing/operating system and Cisco telecommunication systems – required.

Working Environment / Conditions:
  • Climate controlled office environment.

  • Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.

  • Work requires regular attendance, punctuality and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, Saturday’s and/or extended hours, as needed. 

Physical Demands/Effort: 

  • Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day while communicating with customers by phone.

  • Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.

  • Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials. 

  • Occasional lifting 15 - 20 lbs. (e.g., files, boxes, equipment)

The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all qualifications for this position. 
 Heritage Bank is an Equal Opportunity Employer 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or any other basis protected by applicable law. 

Job applicants have certain legal rights. Please click here for information regarding these rights. 

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