First Bank & Trust · 21 hours ago
Contact Center Supervisor
Sioux Falls, SD (Main)
Full-time
Onsite
Mid, Senior Level
4+ years expFirst Bank & Trust is seeking a Contact Center Supervisor to lead a successful team of Contact Center employees. The role involves maintaining high performance standards and ensuring superior customer service experiences while fostering a positive work environment.
BankingFinancial Services
Responsibilities
Lead the team and develop an atmosphere of teamwork, open communication and unity. Provide oversight of all services offered. Actively mentor staff and ensure they are trained, evaluated, and motivated to perform their responsibilities in an effective and progressive manner
Hire, onboard, train, and lead a team of call center employees. Ensure proper coverage and scheduling of staff and customer queues
Foster a customer-centric work environment that promotes positivity, productivity, accountability, collaboration, and fun
Monitor performance metrics to ensure operational effectiveness and consistent delivery of customer care quality standards
Continuously coach staff to anticipate ever evolving client needs while proactively advising clients on solutions that mitigate risk, through both service and sales offerings
Collaborate with other departmental leadership to continuously evolve and develop customer engagement strategies that promote ongoing improvement and growth, maximizing effectiveness
Promote collaboration between internal teams by facilitating knowledge sharing, aligning processes, and ensuring a cohesive approach to a high standard of customer care delivery
Seek community involvement and actively participate in organizations that increases bank visibility and public relationships within the community that we represent
Act in accordance with FBT policies and procedures as set forth in the employee handbook
Adhere to compliance procedures and participate in required compliance training
Qualification
Required
minimum of an associate's degree
four years of related work experience, or the equivalent
Previous experience in customer service is required
proven ability to effectively communicate
demonstrated ability to critically think and problem-solve
anticipating customer needs through effective solutions
Occasional travel will be required
Preferred
Prior leadership experience is strongly preferred
Company
First Bank & Trust
First Bank & Trust is a banking firm that offers banking, wealth management, and financial services in Massachusetts.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Chris Kreul
Chief Technology Officer
Carrie Wilson
Chief Financial Officer & Chief Operating Officer
Company data provided by crunchbase