Sr Supervisor (Call Center) - Valley National Bank

Responsibilities include but are not limited to:


* Provide guidance and assistance to CSR's handling customer inquiries.
* Provide coaching, mentoring in achieving sales goals and Mystery Shop Standards.
* Daily monitoring of call volumes to determine adequate staffing needs to ensure service levels are being met.
* Recommend schedule revisions and manage changes in schedules for staff to meet the needs of department.
* Monitor daily workflows of CSR's and department to ensure the best customer service is available and is being managed efficiently.
* Prepare of weekly payroll records, handle requests for time off.
* Handle disciplinary actions necessary.
* Handle customer inquiries and/or issues as necessary.



Required Skills:


* Working knowledge of bank products, service and procedures.
* Understanding and usage of multiple systems, computers and databases.
* Ability to communicate with management effectively both written and verbally.
* Ability to communicate with other areas of the bank to handle customer inquiries/issues and department functions.
* Excellent interpersonal skills and leadership skills.
* Ability to demonstrate sound decision making skills.

Required Experience:


* High School Diploma or GED and a minimum of five years customer service experience.
* Minimum of two years supervisory experience.
* Associates Degree preferred.
* Banking background preferred.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled