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GENERAL FUNCTION: On a daily basis you will supervise and coordinate activities of workers providing telephone customer support services. You will also make necessary changes in staffing based on day of week, sales promotion, and other anticipated events. This position reports to our Call Center Manager.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Monitors productivity of customer service representatives and generates reportsReviews PBX data to monitor the customer experience and subordinate statisticsMonitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targetsMonitors service calls to observe employee demeanor, technical accuracy and conformity to company policiesAnswers questions and recommends corrective services to address customer complaintsProvides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actionsKeys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaintsDetermines work procedures, prepares work schedules and expedites workflowStudies and standardizes procedures to improve efficiency of subordinatesMaintains harmony among workers and resolves grievancesPrepares composite reports from individual reports by subordinates

MINIMUM KNOWLEDGE AND SKILLS REQUIRED:

Bachelor's Degree in related field or equivalent work experience2+ years experience as a call center supervisorExperience working in a banking/financial institutionOutstanding communication, organizational and time management skillsStrong focus on customer/client needsA team-oriented attitudeStrong relationship building skills both internally and externallyDemonstrates good knowledge of Microsoft Office, including Word, PowerPoint, and Excel. Analytical and data drivenAbility to work well independentlyExcellent interpersonal and communication skills

Dividend- Call Center Supervisor

LOCATION -- Cincinnati, Ohio 45227

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.