Overnight Call Center Leader at Capital Management Services

Buffalo, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Feb, 26

Salary

0.0

Posted On

10 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Communication, Analytical Skills, Problem Solving, Teamwork, Attention to Detail, Decision Making

Industry

Description

Job Title: Overnights, Weekends, and Holidays Call Center Supervisor Trainee Location: Remote NY Employment Type: Full-time Industry: Financial Services Reports To: Customer Service Manager The position is available only for those residing in Western New York. About Us Our team is committed to empowering banking customers to protect their personal and business accounts from fraudulent activity, and providing outstanding service that exceeds expectations. We foster a culture of innovation, autonomy, and customer-first thinking-and we're looking for passionate professionals to join us in making a difference. Position Summary Are you an experienced Customer Service leadership professional motivated by delivering high-quality, customer-centric support in a fast-paced, high-visibility role? We are seeking a dynamic and confident individual to assist customers with Lost and Stolen Credit/Debit Card issues, fraudulent bank transactions, and various other card issues. This position plays a key role in maintaining customer satisfaction by providing vital account emergency services. Please note: This position is intended to be a leadership position. Special Notice This positions shifts only occur on the following times: Weekday Overnights between 9PM and 6AM Weekend Overnights between 5PM and 9AM Holidays: Entire 24 Hour Period to cover daytime shifts As an Overnight Leader, you must be able and willing to cover any and all shifts occurring in these times, as scheduled. You must be able to sleep and rest during the daylight hours to perform adequately. While having a second employer is acceptable, most find maintaining overnight hours while attempting to work daytime hours are unable to stay awake overnight. Key Responsibilities Handle inbound calls in a high-volume call center environment. Learning and performing the Call Center Agent job first, and then transitioning to Call Center Leadership. Assist Call Center Agents with escalated Supervisor calls. Assist in the training and development of new Call Center Agents. Maintaining the Call Center queue. Resolve inquiries using sound judgment, data analysis, and established procedures. Identify root causes of issues and provide effective solutions. Meet and exceed individual and team performance metrics. Escalate issues when appropriate and follow up through resolution. What You Bring A passion for helping others and providing outstanding service. Confidence in speaking to customers and employees over the phone with empathy and professionalism. Professional maturity to maintain above average attendance, metrics, and good behavior. A team-first mindset with a desire to both train, and lead. Strong analytical and decision-making skills. A commitment to consistent engagement in delivering a positive customer and brand experience. Required Qualifications High school diploma or equivalent. Minimum of 2 years of leadership experience in any customer service setting. Strong verbal and written communication skills. High Speed Internet Connection (Spectrum, Fios, or another hard wired connection providing at least 100MB Download / 50MB Upload). Android (OS 11+) or iPhone (iOS 15+) with unlimited talk and text. Excellent attention to detail and organizational skills. Problem-solving ability with a focus on resolution and customer satisfaction. Why Join Us? Opportunity to work from home with one of the top banking providers in the country. Collaborative and inclusive company culture. Commitment to employee growth and development. Competitive compensation and benefits package. Apply today to join a team where your voice matters, your work is valued, and your impact is real.

Responsibilities

Handle inbound calls in a high-volume call center environment and assist Call Center Agents with escalated Supervisor calls. This position plays a key role in maintaining customer satisfaction by providing vital account emergency services.