What are the responsibilities and job description for the Customer Care Service Center Supervisor position at Wayne Bank?
Salary Range: Manager I (Based on experience)
Duties: Responsible for supervising daily operations of the Customer Care Service Center to ensure exceptional service delivery on all inbound and outbound customer interactions. Provides leadership, coaching, and development to call center representatives with the goal of exceeding customer expectations and meeting performance standards. Models and promotes service excellence by demonstrating professional communication, problem-solving, and customer-focused behaviors. Oversees call handling quality, monitors productivity, and ensures adherence to established policies, procedures, and regulatory requirements. Partners with internal business lines to resolve escalated issues, identify process improvements, and support organizational initiatives. Ensures the team consistently delivers accurate information, effective problem resolution, and high-quality referrals to appropriate business partners.
Skills: Strong leadership and coaching abilities. Excellent verbal communication and interpersonal skills. Ability to maintain professionalism in a high-volume, fast-paced service environment. Demonstrated ability to analyze performance metrics, manage workflows, and implement effective solutions. Proficient in multi-tasking, prioritizing, and managing team performance. Moderate to advanced computer skills, including knowledge of WORD and EXCEL. Comprehensive understanding of bank products, services, and call center operations.
Experience: Prior bank call center supervisory experience required.
Education: High School Diploma or Equivalency; additional leadership or business coursework preferred.