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Call Center Supervisor - Kapolei

Bank of Hawaii


Location:
Oahu, HI
Date:
08/20/2017
2017-08-202017-09-19
Job Code:
142625
Categories:
  • Customer Service
Bank of Hawaii
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Job Details


Call Center Supervisor - Kapolei-1700566
Description

Bank of Hawaii

 

In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge customer service.  Now, we’re embracing change with our new 21st century banking.

 

It’s our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on customer service, time management and teamwork.  People who are customer-focused, articulate, and who can quickly navigate through multiple computer screens can learn and grow with us in our Call Center environment.

  

Does this sound like you?

Want to make a difference in people’s day? Are you a customer service champion?  Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver?  Are you a self-starter, comfortable with ambiguity, and a forward thinker?  If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!

 

A day in your life as a Call Center Supervisor

 

Under the direction of the Manager, this position supervises a Contact Center and/or Business Unit with primary emphasis on quality customer service and customer satisfaction. 

 

 

We'll give you these important responsibilities...

 

Develops customer service representatives through optimum supervision, selection, training, appraisal and motivation techniques. 

 

Ensures a high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.  This includes establishing Contact Center Management practices and performance standards.  Assists in business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act. 

 

In addition, this position is responsible for demonstrating the Excellence in Sales/Service (ESS) philosophy by participating and practicing ESS disciplines and behaviors.

 

 

Supervises and develops Customer Service Representatives in accordance with the organization's policies and applicable laws.  Effectively manages human resource/performance issues, including, but not limited to, time and attendance, staff selection and performance management. 

 

Guides individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills, including acting as a role model by organization standards. 

 

Engages and inspires to achieve maximum performance.  Fosters a sense of energy, ownership, teamwork and personal commitment for themselves and the team. Provides guidance and/or assistance to customer service representatives in resolution of difficult customer questions and/or problems.  Reviews, verifies and approves account maintenance/adjustment requests. 

 

Ensures adherence to process methodologies to maximize performance and productivity.  

 

Ensures achievement of all system, team and individual customer service goals and standards.

 

Coaches staff to improve business factors, including, but not limited to, customer service levels, minimize call escalations, sales performance, call quality, hold time, availability, schedule adherence, and occupancy. 

  

Responsible for the daily operations of the center and/or business unit.  Allocates resources based on the interval arrival and distribution patterns of calls, emails and fulfillment requests.  Coordinates, supervises, and monitors activity to ensure internal and external service levels are achieved. 

 

Analyzes call/e-mail statistics and adjusts and re-forecasts multiple staffing models to best meet service and quality standards.   

 

Handles escalated calls with the focus on customer retention and resolution.  Addresses and handles customer complaints and escalates as required.  Ensures customer concerns, requests and follow-up situations are handled and resolved in a timely manner. 

 

Represents management when addressing client issues and concerns.  Enforces company policies and procedures, and the security and protection of customers’ financial portfolio. 

 

Analyzes client accounts and transactions to detect potential fraud situations and identify fraud trends and patterns. 

 

Identifies possible risks and makes decisions based on findings with minimal supervision.  Communicates to management any complex and unique situations that needs immediate attention. 

 

Develops individual coaching plans for staff members to reach peak performance which includes the results from monitoring calls, e-mails and deviations.  Assists in the preparation and delivery of performance counseling. 

 

Employs effective leadership and enforces company policies and procedures.  Leads Team meetings with staff to keep them informed of changes to policy and procedures and corporate communications. 

 

Meets monthly with each staff member to review performance report cards.  Motivates and encourages agents through positive communication and feedback.

 

Creates and maintains individual performance reports/logs.  Tracks and assists in updating reports, databases and incident reports as assigned. 

 

Assists with training staff members as required. 

 

Performs all other miscellaneous duties/responsibilities as assigned. 

 

This position requires use of a personal computer and other standard office equipment (typewriter, fax, copier, calculator and telephone). 

 

Position requires flexible work hours in a 24x7 environment.  Must be able to work flexible hours to include evenings, weekends, and holidays as necessary.

 

 


Qualifications

…if you come to us with these qualifications…

 

 

High School diploma, GED or similar approved diploma program i.e. CBCDSP or equivalent years of experience.

 

 

Minimum 1 year proven experience in successful supervision of a multi-faceted customer service organization and experience operating a culture of quality and/or 2 years experience in customer service and/or sales.

 

 

Technical Skills 

 

Ability to effectively evaluate complex information and make appropriate decisions.

 

Effective follow-up and appropriate escalation skills.

 

Demonstrated communication skills, verbal, voice quality, diction, articulation, written and presentation.

 

Detail-oriented and strong time-management skills, ability to grasp complex material quickly. 

 

Ability to provide effective coaching and support skills.

 

Ability to prioritize and meet deadlines.

 

Proficiency with computers, support systems and Microsoft applications (Outlook, Word and Excel) or similar software. Ability to adapt to changing electronic environment.   

 

Ability to learn customer service software applications.

 

 

Other Job Qualifications

 

 

Ability to understand call center metrics to drive optimum performance.

 

Strong team building and leadership skills.

 

Ability to motivate and mentor staff.

 

Customer service skills including an ability to work well with the public and to adopt a customer perspective.  Must be client-focused and work well under pressure.

 

Strong problem-solving communication and decision-making capabilities.

 

Display of strong flexibility and ability to function and multi-task in a fast-paced ever changing environment.

 

 

Position requires flexible work hours in a 24x7 environment.  Must be able to work flexible hours to include evenings, weekends, and holidays as necessary.

 

 

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.

 

 

Job Function Banking Sales/Services
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Jul 6, 2017, 6:57:43 PM
Unposting Date Ongoing
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