Familia Contact Center Supervisor at Bank of Guam

Hagåtña, Guam, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

56598.0

Posted On

06 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service, Coaching, Performance Management, Conflict Resolution, Data Analysis, Banking Operations, Staff Development, Communication, Problem Solving, Microsoft Office, Resource Allocation, Risk Mitigation, Mentoring, Process Improvement

Industry

Banking

Description

At the Bank of Guam it all starts with HEART! We are on a mission to delight customers by delivering exceptional service and being there for them when they need us most – just like family. We demonstrate that level of care by being AUTHENTIC, COMPASSIONATE, COURAGEOUS and PERSEVERING in all our interactions. To that end we encourage all employees to find their passion and be their best selves for our customers, fellow employees, and the greater community. We do this by: LIVING THE BRAND and leading with heart and exceeding expectations EMBRACING THE JOURNEY by accepting change and challenging others to do the same BEING AN OWNER of our career and taking responsibility for our actions LOVING TO LEARN by committing to personal growth and development As a Familia Contact Center (FCC) Supervisor, you will lead, motivate and inspire a team of customer engagement experts dedicated to creating memorable experiences while also working in collaboration with various branches and departments to resolve complex customer concerns and address both positive and negative customer feedback. Reporting to the FCC Manager, you will lead the growth and execution of the Familia Contact Center and function as an expert in this field while serving as a mentor & coach to the Contact Center Officers. You will work collaboratively with the FCC Manager in leveraging data and metrics to identify experience-related trends, areas for improvement in order to create memorable customer experiences. Category of Essential Functions & Task FLSA Class % Time Manage the Team/People FLSA Class 25% * Directly supervises and develops all FCC Officers. * You are a point of escalation for your team. You are ready to find solutions for all levels of customer inquiries. * Demonstrates the ability to effectively manage human resources/performance issues such as time and attendance, staff selection and performance management. * Guides individuals toward goal achievement through coaching, teamwork/collaboration, motivation and staff development skills, including the ability to act as a role model within the organization. * Provides guidance and assistance to FCC associates in resolution of difficult customer questions and/or problems. * Ensures achievement of all system, team and individual customer service goals and standards. * Facilitate collaboration sessions with FCC officers – including constructive training, coaching, feedback, and assistance – helping them to improve their individual performance. Manage the Relationship FLSA Class 25% * You mentor and coach FCC Officers to become strong team leaders * You communicate regularly with the FCC Manager, educating and influencing decision making by highlighting valuable customer insights and data. * You work collaboratively with cross functional teams to ensure the team is always equipped with the necessary tools and information to deliver exceptional customer experiences. * You help our customers succeed, whether it is personally or through their professional endeavors. Through quality conversations, you listen to their needs and look for creative ways to leverage our products and services to build new relationships and deepen existing ones. * While the sale is important, you recognize that the service we provide is really the key to their hearts. As a member of the team, you ensure that our banking solutions become an integral part of their growth. Manage the Experience FLSA Class 20% * With your in-depth knowledge of our products and services coupled with your excellence in support and service, you handle escalated customer inquiries and complaints and have the ability to on-the-spot SAVES while turning the customer’s experience around. * You represent the Voice of the Customer and share insight from customer interactions with the SAVE team in an effort to improve processes and customer experiences. * You have an in-depth knowledge of our products and services and are able to identify cross-solving opportunities for our customer. * You promote self-service and educate our customer about the benefits of our self-service channels. * With First contact resolution (FCR) always top of mind – you don’t stop until you exhaust all possible solutions to fulfill customer needs. You also understand that sometimes, this will require you to work with other teams or make referrals in order to handle and resolve their concerns. Manage the Business FLSA Class 20% * Responsible for the daily operations of the FCC officers and staff: such as resource allocation management, individual personnel performance review/appraisals. * Monitors for functionality and connectivity of all customer touchpoints to include Online Banking, Voice Banking, ATMs, etc. * Ensures escalation of issues/network outages and/or interruptions after-hours. * Verify and balance batch import file between Bank of Guam and Q2 Central. * Analyzes channels statistics and adjusts and re-forecasts staffing models to best meet service and quality standards. * Assist the Manager with operational strategy, process control, staff selection and management reporting. * Utilize contact center IT systems and tolls to monitor intraday FCC operations and evaluate quality of customer interactions. Manage/Mitigate the Risk FLSA Class 10% * Maintain the confidentiality of both the customer and the Bank. * Understand and apply bank policy and procedures. * Adhere to all state and federal regulations. FLSA Categorization Exempt 100% Required Knowledge, Skills and Abilities: * Passionate about service and even more passionate about people * An outgoing, service driven, inspirational leader dedicated to motivating your team, driving success, creating meaningful customer experiences and building strong customer relationships * Thrive in fast-paced, evolving, team driven environments * Highly organized, solutions driven and aren’t afraid to step outside of the box * Inspired by and committed to the Bank of Guam Brand, culture and story. * Must be punctual and have reliable transportation. Exceptional service happens 24/7, as such, you must be able to work evenings, weekends and holidays as assigned. Education and Experience: * Bachelor’s degree and four (4) years in banking-related field; OR * High School Graduate or equivalent with six (6) years of experience in a related field; OR * Supervisory experience in a service or sales related field preferred but not required. Physical Requirements & Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. * Seeing: Must be able to read report and use computer regularly (100%) * Hearing: Must be able to hear well enough to communicate to coworkers regularly (67-100%) * Fingering/Grasping/Feeling: must be able to write, type, use phone, regularly (100%) * Lifting/Pulling/Pushing Frequently (34-66%) * Climbing/Stooping/Kneeling Occasionally (12-33%) * Seeing: Must be able to read report and use computer (100%) Must be able to operate basic office equipment (PC, typewriter, fax, copier and telephone) as well as new and emerging technology, including but not limited to smart phones, tablet devices, digital signage and monitors. Must be proficient in Microsoft Office. Fair Labor Standards Act (FLSA) Categorization Based off of the duties that are described for this role, this is an Exempt Role.

Responsibilities

The Familia Contact Center Supervisor leads, motivates, and mentors a team of customer engagement experts to deliver exceptional service and resolve complex customer concerns. They are responsible for daily operations, leveraging data to identify trends, and ensuring the team meets all service and quality standards.