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Bank Call Center Supervisor – Up to $46K+ – Oklahoma City, OK – 1116

Who We Are

Bankers Recruiting Bankers – The Symicor Group is a boutique bank-only talent acquisition firm based in Chicago.  Our nationally unique value proposition centers around providing the very best available banking talent to our valued clients…from a banker’s perspective.  In fact, most of our recruiters are former bankers themselves! We know banking and how to evaluate the very best banking talent available in the market.  Whether you are a bank candidate seeking a new opportunity or a bank president trying to fill an essential position, The Symicor Group stands ready to deliver premium results for you.

The Position

Our bank client is seeking to fill a Bank Call Center Supervisor role in the Oklahoma City, OK market. The successful candidate will be responsible for overseeing and supervising the day to day operations of the call center, and will plan, direct, and organize the activities of the Customer Service Team to maintain appropriate levels of customer service and operational efficiencies.

This position offers a generous target salary of up to $46K (negotiable), full benefits package and incentive plan.

Bank Call Center Supervisor responsibilities include:

  • Providing exceptional service to internal and external customers in accordance with the Bank’s Service Standards.
  • Planning and directing workflow of assigned team to ensure all team tasks are appropriately allocated and required deadlines/commitments are met daily.
  • Analyzing department job functions and makes suggestions for streamlining functions, improving efficiency and enhancing the accuracy and quality of work.
  • Monitoring the productivity of department personnel to ensure customer service consistency and uniformity; reviewing system reports to monitor call duration, hold time, transfer activity, etc.; observing employee demeanor, technical accuracy, and conformity to policies and procedures; answers questions and recommends corrective solutions to address customer concerns or complaints.
  • Performing and/or assists with a full range of customer service oriented telephone and e-mail activities; responding to customer inquiries and determines appropriate response or direction for the caller.
  • Assuring compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations.
  • Providing weekly, monthly and quarterly reports as requested.
  • Recommending and writing department procedures to ensure adherence to Bank policy and industry regulations.  Communicating approved revisions to staff in a timely manner.
  • Providing direct reports with proper tools and authority to execute their assigned functions. Developing skills of staff through goal-setting, coaching, problem resolution, delegation, training, counseling, and performance management.
  • Assuming responsibility for various department functions in the absence of staff members or in overload situations, as needed.

Who Are You?

You’re someone who wants to influence your own development. You’re looking for an opportunity where you can pursue your interests and your passion. Where a job title is not considered the final definition of who you are, but merely the starting point for your future.

You also bring the following skills and experience:

  • High School Diploma or equivalent – required. Associates degree or higher in Business Management – preferred.
  • Three years recent call center, retail banking and/or bank operations experience which includes a minimum of two or more years in a supervisory or lead role.
  • Possesses professional and effective listening, verbal, and written communication skills (correspondence, reports and email), with the ability to communicate outstanding/follow up issues over the phone, in person and via email; with the ability to read, write, speak and understand English well.
  • Maintains personal composure when confronted with difficult situations, with the ability to gain trust and respect with all levels of staff and management.
  • Must have the ability to deal calmly and effectively to diffuse and manage sometimes volatile and stressful situations.
  • Demonstrated leadership skills are required to manage, motivate, and develop high performance work teams and monitor workflow and schedules; employee development, performance management, training, and employee counseling skills are essential.
  • Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints.
  • Unquestionable integrity in handling sensitive and confidential information required.
  • Proficient and advanced use and understanding of MS Office products (Word, Excel, Outlook), telephony hardware/software and contact center specific applications, with the ability to learn and adapt to new technologies quickly.

The next step is yours.  Email us your current resume along with the position you are considering to:

resumes@symicorgroup.com

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