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Job details
Company: Firstrust Bank
Job Title: Customer Care Supervisor
Job Category: Administrative/Office/Clerical
Job description:  
Oversees the day to day operations of a multi-channel contact center, assuring that customer experience metrics are met and that customers receive world class, professional service through all agent interactions. Plans, directs and monitors the daily activities of the contact center. Measures and provides appropriate coaching and performance feedback to assigned agents.
Promotes change and leads team through strategic improvements, which support organizational goals and initiatives. Assists in the design and implementation of new products or service projects as well as the continuous enhancement of existing processes. Shares suggestions with management on how to improve overall customer experience, employee morale and opportunities to streamline processes. Responsible for oversight of all contact center operations, such as: reporting; workforce planning; telecom set-up and configuration changes; business continuity planning; system testing; quality and service level management for inbound and outbound calls; and quality review of email and chat communications.

1.Assists in the development of new business for Firstrust. Is alert to expressed Customer/ Prospect needs to suggest appropriate products and services based on in depth knowledge of Retail, Small Business and Commercial deposit and loan products and services.
2.Remain current with new deposit and loan products and services and disseminate information to all employees. Show interest and enthusiasm on topics when training and addressing questions from employees.
3.Delivers top-notch service through cross channel communication. Navigates between inbound and outbound telephone calls, emails, online chat sessions, and remote support video sessions daily to promote customer satisfaction.
4.Responsible to create and deliver a training program that targets product and skill-based training for employees depending on need. Utilize keen problem solving skills and technical expertise to ensure that the training program guides employees through sensitive situations and/or complex troubleshooting.
5.Maintain all department procedures ensuring they are current and that all employees are aware and motivated to comply
6.Work with manager to complete and maintain individual performance plans for each employee as necessary; meet with staff regularly to discuss and formulate goals as well as mentor peers for succession planning.
7.Responsible to ensure the accuracy and timely completion of all daily, weekly, and monthly department reporting. Review agent telephone operating reporting for agent coaching and trend analysis.
8.Manage interval scheduling and forecasting in order maintain desired service levels within various skillsets, especially during peak periods
9.Participates in the annual performance review process for all assigned employees.
10.Responsible for complaint resolution, including handling escalated calls, documenting outcomes and coaching opportunities and sharing feedback with management as appropriate.
11.Participates in audits by preparing information for review as well as ensuring all audit findings are promptly resolved and procedures are updated accordingly. System testing and troubleshooting to solve customer challenges.
12.Responsible to handle vendor communication and management of system defects, enhancement requests and other issues to complete resolution.

Essential Functions:
The employee is regularly required to utilize a computer and other office equipment. The employee will be communicating via a multi-phone system. The ability to prepare and analyze figures are essential.

Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.

Knowledge - Skills & Abilities:
The incumbent must be able to assist in the identification and implementation of new products and services. Based on each situation, be prepared to develop a systematic approach to problem resolution with emphasis on superior customer service. Creative problem solving abilities and a natural self-starter are essential qualities for success in this position.

Employment type:
  • Full Time
Salary Range: Unspecified
Job Link: You must first register to view this information.
Other Information
Degree: Unspecified
Experience (year): 0
Job Location: Philadelphia Vicinity - Pennsylvania - USA
Zipcode: 19044
Post Date: 08/18/2017
Contact Information
Company: Firstrust Bank
Contact Name: Firstrust Bank
Contact E-mail: Send E-Mail Now
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