Supervisor Customer Care

Job Description

Under the direction of the Manager, this position supervises a Call Center unit and/or shift with primary emphasis on quality customer service and customer satisfaction. Develops customer service representatives through optimum supervision, selection, training, appraisal and motivation techniques. Ensures a high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands. This includes establishing Contact Center Management practices and performance standards. Assists in business unit's compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Responsibilities

1. Supervises and develops Customer Service Representatives in accordance with the Bank's policies and applicable laws. Responsible for the management of all employees in the team including staffing and scheduling, compensation, performance management, training and development. Goal is to attract, retain and motivate the team to achieve management business objectives and maintain a favorable employee relations climate. Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff. Guides individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills, including acting as a role model by organization standards. Engages and inspires to achieve maximum performance. Fosters a sense of energy, ownership, teamwork and personal commitment for themselves and the team. Provides guidance and/or assistance to customer service representatives in resolution of difficult customer questions and/or problems. Reviews, verifies and approves account maintenance/adjustment requests. Ensures adherence to process methodologies to maximize performance and productivity. Ensures achievement of all system, team and individual customer service goals and standards. Coaches staff to improve business factors, including, but not limited to, customer service levels, minimize call escalations, sales performance, call quality, hold time, availability, schedule adherence, and occupancy.
2. Responsible for the daily operations of the center and/or business unit. Allocates resources based on the interval arrival and distribution patterns of calls, emails and fulfillment requests. Coordinates, supervises, and monitors activity to ensure internal and external service levels are achieved. Analyzes call/e-mail statistics and adjusts and re-forecasts multiple staffing models to best meet service and quality standards. Responsible for the management of all employees in the team including staffing and scheduling, compensation, performance management, training and development. Goal is to attract, retain and motivate the team to achieve management business objectives and maintain a favorable employee relations climate. Responsible for the timely and effective management of forms and documents relevant to immediate staff.
3. Handles escalated calls with the focus on customer retention and resolution. Addresses and handles customer complaints and escalates as required. Ensures customer concerns, requests and follow-up situations are handled and resolved in a timely manner. Represents management when addressing client issues and concerns. Enforces company policies and procedures, and the security and protection of customers' financial portfolio. Analyzes client accounts and transactions to detect potential fraud situations and identify fraud trends and patterns. Identifies possible risks and makes decisions based on findings with minimal supervision. Communicates to management any complex and unique situations that needs immediate attention.
4. Develops individual coaching plans for staff members to reach peak performance which includes the results from monitoring calls, e-mails and deviations. Assists in the preparation and delivery of performance counseling. Employs effective leadership and enforces company policies and procedures. Leads Team meetings with staff to keep them informed of changes to policy and procedures and corporate communications. Meets monthly with each staff member to review performance report cards. Motivates and encourages agents through positive communication and feedback.
5. Creates and maintains individual performance reports/logs. Tracks and assists in updating reports, databases and incident reports as assigned. Assists with training staff members as required.
6. Performs all other miscellaneous duties/responsibilities as assigned.

Qualifications

MINIMUM QUALIFICATIONS:
1. Education: Bachelor's degree from accredited institution or equivalent work experience.

2. Experience: Minimum 3 years of customer service experience in a high volume multi-faceted customer service organization and 1 year of lead/supervisory experience or equivalent work experience.

3. Technical Skills: Demonstrated proficiency and expertise with personal computers and Microsoft applications (Outlook, Word, Excel, Access, and PowerPoint) or similar software. Knowledge of or ability to use Bank software and systems.

4. Other Job Qualifications:
1. Ability to understand call center metrics to drive optimum performance.
2. Strong team building and leadership skills.
3. Ability to motivate and mentor staff.
4. Customer service skills including an ability to work well with the public and to adopt a customer perspective. Must be client-focused and work well under pressure.
5. Strong problem-solving communication and decision-making capabilities.
6. Display of strong flexibility and ability to function and multi-task in a fast-paced ever changing environment.
7. Ability to effectively evaluate complex information and make appropriate decisions.
8. Effective follow-up and appropriate escalation skills.
9. Demonstrated communication skills, verbal, voice quality, diction, articulation, written and presentation.
10. Detail-oriented and strong time-management skills, ability to grasp complex material quickly.
11. Ability to provide effective coaching and support skills.
12. Ability to prioritize and meet deadlines.

Must be able to work flexible hours to include evenings, weekends, and holidays as necessary.

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow. We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii's full EEO statement, please visit https://www.boh.com/careers.