Contact Center SupervisorFinancial Services IndustryLocation: Pittsburgh, PAEmployment Type: Full-timeRelocation Assistance Available - NoJob ID: 3265184

Our Award Winning Client, a national leader in the financial services industry, known for their excellence and the recipient of numerous accolades, is seeking a dedicated Contact Center Supervisor. This key role is responsible for ensuring the optimal performance of the contact center staff while enhancing the overall customer experience.

Position Overview:This position focuses on the effective development and supervision of the contact center team. The selected individual will guide, coach, and motivate team members to not only meet but exceed departmental goals, delivering a consistently superior experience to customers. With a strong emphasis on leadership, this role requires the ability to manage both team dynamics and individual performance, ensuring optimal productivity at all times.

Primary Responsibilities:

• Supervise the entire employee lifecycle, including interviewing, hiring, productivity tracking, and performance enhancement for contact center agents.
• Oversee team activities, promote engagement, and foster strong team morale through recognition, bonding activities, and effective workflow management.
• Utilize advanced tools such as performance metrics, one-on-one feedback sessions, help forums, and call monitoring to cultivate a results-oriented, performance-driven team culture.
• Address escalated customer concerns via telephone, email, or secure messaging to deliver comprehensive support, ensuring customer satisfaction with products and services.
• Provide technical support for electronic delivery channels, including troubleshooting ATM/Debit card issues, with a focus on prompt resolution.
• Assist in special projects and conversions related to digital banking platforms such as online banking, bill pay, and mobile banking, demonstrating exceptional attention to detail and independence.
• Maintain availability for the needs of the business, including daytime, nighttime, and weekend shifts, and utilize Microsoft Teams, Outlook, and other software on personal devices for communication.
• Perform additional related duties and take on new projects as necessary to support the evolving needs of the business.

Skills and Certifications:

• Excellent written and verbal communication skills
• Strong organizational, analytical, and interpersonal skills
• Proven ability to multi-task and manage time in a high-pressure environment
• Proficiency in Microsoft Word, Excel, and PowerPoint at an intermediate level
• Detail-oriented with the capacity to work for extended periods while seated
• Prior experience in a related role, particularly in a call center environment; sales experience is advantageous
• Ability to work weekends and holidays as needed

Candidate Details:With over 5 years of experience in a supervisory role, particularly within contact center environments, the ideal candidate holds at least an associate degree and has demonstrated management expertise. Occasional travel may be required, and a strong willingness to adapt to changing business needs is essential.

Note: Resumes will be maintained in strict confidentiality until such time as we engage in a detailed discussion regarding a specific opportunity, and both parties mutually agree to proceed. We consistently receive new opportunities every day. Should your professional background closely align with the specific requirements of our client, we will promptly reach out to you to initiate further exploration of potential opportunities.