Job Overview
On a daily basis, the Senior Supervisor Team Leader will manage, supervise, coach and mentor customer service representatives to ensure that standards are being met for providing quality customer service to bank's customer base as well as meeting department sales initiatives.
Job Description
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.

Requirements
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.