Call Center Trainer (Full Time) - Plano Ops at PROSPERITY BANK

Plano, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

16 May, 26

Salary

0.0

Posted On

15 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Control, Customer Service, Sales Coaching, Training, Coaching, Problem Solving, Delegation, Communication, Goal Setting, Performance Appraisals, Statistical Data Interpretation, Technical Support, Supervision, Policy Implementation, Call Monitoring, Trouble-shooting

Industry

Banking

Description

POSITION PURPOSE Responsible for ensuring quality control in the customer service center. Ensures that customers are promptly, courteously, and professionally served and their questions and problems effectively resolved. Provides quality control through daily monitoring and sales coaching. Conducts all training for new associates, as well as ongoing training of existing associates. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for ensuring the effective performance of customer service functions * Provides training for all new hires, consisting of classroom, hands on, and mock calls. * Ensures all associates are trained and prepared for customer calls. * Provides on going training for the Customer Service Center associates, as need. * Ensures that customer requests are received, processed, and resolved accurately and timely. Ensures that customers are properly informed of the status of their account(s). * Ensures that customer files are updated and maintained. * Assist associates and branch personnel with the resolution of Customer Service-related issues. * Provides assistance with more complex and sensitive problems. * Ensures that related customer service is provided in accordance with established policies and procedures. * Continually monitors customer service functions and suggest revisions to policies and procedures as needed to ensure superior customer service. Ensures that service activities are effectively prioritized. * Ensures that the Customer Service Center maintains an acceptable if not exceptional service level using call monitoring as well as statistical data. * Backup manager, assistant manager whenever necessary. * Provides Customer Service Supervision daily, including but not limited to decision making, customer resolutions, and maintaining call volumes. * Provides on going coaching as necessary. 2. Assumes responsibility for ensuring effective technical service to Company customers. * Ensures technical phone system software is properly working and interprets statistical data. Communicates effectively with agents to ensure their understanding of the data. Obtains and conveys information as required. Researches and resolves technical problems. * Reports technical problems to appropriate personnel for investigation, and to prevent reoccurrence of problems. * Maintains and projects the Company's professional reputation. 3. Assumes responsibility for providing effective sales and marketing support. * Seeks to expand the Company's product line in existing and new accounts through customer support phone calls. * Ensures that customer needs are appropriately referred and followed up. * Provides technical service support for representatives as needed. * Develops and presents sales and service training as required. 4. Effectively supervises Customer Service personnel, ensuring optimal performance. * Provides leadership through effective goal setting, delegation, and communication. Ensures that personnel are well informed of policies and procedures. Discusses service areas needing improvement. * Trains, directs, and coordinates personnel. Provides assistance and support as needed. Develops and conducts training to ensure effective customer service. * Provide input on performance appraisals. Provides suggestions for improved performance. Formulates and implements associate corrective actions as needed. 5. Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel and management. * Assists and supports related departments as required. * Keeps management informed of area activities and of any significant concerns. * Attends and participates in meetings as required. * Completes reports, records, and other documentation as required. 6. Assumes responsibility for related duties as required or assigned. * Completes miscellaneous customer service functions and special projects as assigned. * Ensures that work area is clean, secure, and well maintained. * Stays informed of changes in the customer service field. * SUPERVISORY RESPONSIBILITIES: * Lead and manage team through training, developing, and coaching associates on a consistent basis * Encourage others to set challenging goals and high standards of performance * Inspire associates to define new opportunities and continuously improve the organization * Celebrate and reward significant achievements of associates * Present logical and persuasive case for proposals and positions * Assist team in addressing their individual strengths and development needs PERFORMANCE MEASUREMENTS 1. Customer service functions including orders, set up of new customers, returns, billings, etc. are completed accurately, timely, and in accordance with established policies and procedures. 2. Professional business relations exist with customers. Questions, problems, and information needs are resolved courteously, effectively, and promptly. Customer assistance is provided as required. 3. Technical service questions and complaints are resolved quickly, and the Company's professional reputation is maintained. 4. Required documentation, records, reports, and files are complete, accurate, and up to date. 5. Department personnel are effective, efficient, and well supervised. Personnel are assisted and supported as needed. 6. Effective working relations and coordination exist with Company personnel. Information is obtained and conveyed as needed. Technical problems, customer product needs, and sales leads are appropriately referred. 7. Management is informed of area activities and of any significant concerns. QUALIFICATIONS Education/Certification: Bachelor’s degree business or a related field or 5 years banking experience. Required Knowledge: Knowledge of Company products. Familiarity with pricing and sales procedures. Thorough understanding of customer service practices. Experience Required: At least two years of customer service experience and one year of supervisory experience. Skills/Abilities: Excellent communication and public relations abilities. Strong trouble-shooting and problem-solving skills. Ability to train and supervise others. Ability to learn and understand technical phone system software and equipment information Service orientation and sincere willingness to assist others. Able to use PC, calculator, telephone, and related business equipment. PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Average Hearing: Able to hear average or normal conversations and receive ordinary information. Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery. Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.) WORKING CONDITIONS None: No hazardous or significantly unpleasant conditions. (Such as in a typical office.) MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION Reasoning Ability: Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions. Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage. Able to perform very simple algebra. Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Ability to conduct training, communicate at panel discussions, and to make professional presentations. Hours: Monday - Friday Available 10:3 AM - 7:00 PM. Saturday Available 9:00 AM - 5:00 PM. (Availability to work a flexible schedule which includes all hours of Call Center operation including Saturdays and holidays) 40 hours

Responsibilities

This role is responsible for ensuring quality control in the customer service center by conducting daily monitoring, sales coaching, and providing comprehensive training for new and existing associates. The trainer also assumes responsibility for ensuring effective customer service, technical service, and sales/marketing support functions are performed optimally.