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About the Role

The Contact Center Supervisor is responsible for providing quality and efficient customer service through the daily management of their team, overseeing day-to-day operations of Customer Support and Loan Support teams across all delivery channels. This role involves training and motivating the team to answer questions, handle complaints, and provide support, while assisting management with the development and implementation of training and reward programs to meet or exceed customer expectations.

Responsibilities

Supervise department performance and ensure support meets or exceeds established service levels.
Provide excellent customer service and demonstrate high listening skills.
Provide real-time management support within the Contact Center.
Provide daily direction and communication to Contact Center Specialists.
Conduct weekly/bi-weekly coaching sessions and monthly team meetings.
Complete quality reviews of written payoffs processed by the team.
Regularly review team members' performance against service levels and performance standards.
Contribute to setting goals and targets for the Contact Center.
Complete monthly call monitoring for consistency and compliance.
Support and collaborate with the leadership team for innovations and improvements.
Ensure Contact Center Specialists have appropriate training and resources.
Respond to and resolve employee matters.
Provide on-the-floor support to Contact Center Specialists.
Take escalated customer calls.
Identify and resolve complex customer service issues.
Create and maintain a high-quality work environment.
Address disciplinary and/or performance problems according to policy.
Provide feedback to Contact Center Trainer Analysts and Quality Support Manager on training needs.
Ensure reduction of errors and minimize losses.
Ensure compliance with Northwest’s policies, procedures, and regulations.
Navigate Microsoft Office Software and other relevant applications.
Work as part of a team.
Work with on-site equipment.
Complete other duties and special projects as requested by management.

Requirements

Ability to identify existing and potential problems and suggest alternative courses of action.
Ability to allocate and effectively use information, personnel, time, and resources.
Ability to make decisions, render judgments, and take action within the scope of authority.
Ability to develop, evaluate, and implement alternative courses of action based on assumptions and data.
Ability to present and express ideas and information effectively and concisely.
Ability to listen and comprehend, and facilitate open exchange of ideas.
Ability to motivate and provide direction, assign work, and provide advice.
Ability to understand and apply procedures, requirements, regulations, and policies.
Leadership and coaching techniques to build high-performing teams.
Knowledge of regulatory and compliance issues/standards.
Knowledge of all technology and support systems.
Knowledge of telephone operating systems.

Skills

Customer service
Loan support
Training
Motivation
Listening skills
Coaching
Leadership
Problem-solving
Decision-making
Communication
Microsoft Office Software
Computer applications

Location

NY Region

Work Type

On-site

Experience Level

2 - 6 years Supervisory experience preferred
3-5 years Customer service, contact center or relevant experience preferred
1 year banking experience preferred
1 year technical background preferred

Education Level

Bachelor's Degree in Business, Finance or related subject or equivalent experience preferred

Salary/Compensations

$63,300 - $75,000 per year

Benefits

Benefits are also available.

About the Company

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

Equal Opportunity

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.