Contact Center Supervisor

The Contact Center Supervisor ensures efficient Contact Center operations by optimizing resources, forecasting staffing needs, creating optimal schedules, and managing real-time activity across sites while reporting on all required performance metrics.

Contact Center Supervisor

Functional Assignment

The role of the Contact Center Supervisor will be responsible for the effective and efficient operations of the Contact Center, through optimizing resources to achieve business objectives by planning/forecasting staffing requirements for the creation of optimal schedules and real-time (intra-day) management to support multi-site Contact Center operations and reporting on all defined Metrics.

Key Accountabilities & Competencies

• Monitors and reviews daily interactions between Customer Service Advocates and customers; ensures the customer experience is in keeping with the Bank's service delivery standards.
• Supports Customer Service Advocates as a first point of escalation with customer service queries; investigates and makes recommendations to Manager for customer service recovery.
• Provides intra-day monitoring via available tools (Real-Time Adherence) and workforce management systems to make real-time adjustments in an effort to maximize resource efficiency and achieve service level goals /occupancy/ business objectives.
• Ensures account approvals adheres to internal policies and account exceptions are promptly addressed with recommendations to minimize future occurrences.
• Conducts periodic reviews for staff attendance/ punctuality; ensures entries are accurate and letters are issued in keeping with the Bank's policy.
• Identifies individual/ team gaps and schedules required training sessions (e.g., weekly/ monthly/ quarterly).
• Provides individual/ team coaching for improved staff performance and development and conducts bi-annual and annual performance appraisals.
• Generates short and long-term staffing models with recommendations based on analysis to ensure occupancy target is achieved.
• Performs continual analysis of current performance (noting recent historical trends) and conducts real-time re-forecasting to make necessary adjustments in staffing plans.
• Conducts quality surveys through planning, developing, and implementing all components of the survey lifecycle via all digital interfaces.
• Keeps up to date with all new products and services; ensures team members are informed and application changes are made accordingly.
• Shares recommendations for knowledge-based documents such as summaries and responses to frequently asked questions.
• Compares system results to forecast and identify opportunities for improvement.
• Investigates issues alerted via the Bank's digital channels and escalates to internal teams for resolution.
• Monitors team KPIs and make recommendations for operational efficiency.
• Provides monthly/weekly/daily/ intra-day performance reports to Manager.
• Manages outbound campaigns via the NICE application.
• Other related duties as assigned.

Behavioral Competencies

• Written Communication: must possess the ability to convey thoughts and concepts effectively, accurately, and concisely, and provide information to all organization customers.
• Functional/Technical Skills: must possess strong quantitative, analytical, and technical aptitude skills.
• Customer Understanding and Measurement: Understanding of customer needs/ expectations at all touchpoints and their measurement against established processes and KPI's.
• Process Improvement: Analyzing and improving upon existing processes for optimization of customer experience.
• Customer Relationship Management: The practice, strategy, and technology used to analyze the interactions of current and potential customers with the goal of improving customer service relationships and retention.
• Customer Focus: Prioritizes and takes action which aligns with the key initiatives and core values so as to achieve the needs of both internal and external customers. Must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
• Planning and Results Orientation: Invests time in upfront planning to achieve organizational goals and objectives while meeting quality standards, following the appropriate processes, and continuously assessing results.
• Creativity and Innovation: Thinks beyond the confines of traditional models to recognize opportunities and find new and better ways of doing things. Encourages experimentation and accepts failure as a driver of innovation.
• Communication: Effectively and appropriately interacts with others to build relationships, influence others, and facilitate the sharing of ideas and information. Uses tact and diplomacy to navigate difficult situations. 
• Relays key messages by creating a compelling story, targeted to specific audiences.
• People Leadership: Inspires, motivates, and empowers people to achieve organizational goals. Coaches, mentors, and manages employee experience, and employee performance, through mindful preparation. Creates space for others to lead.
• Managing Through Change and Uncertainty: Adjusts thinking and behaviour to resiliently face change and uses experience to fuel growth. Embraces failure as a learning opportunity for themselves and others. Enables the process of change and transition while helping others deal with the effects of change.
• Relationship Building: Develops internal and external trusting, professional relationships. Purposefully develops networks to build value through collaboration.

Education & Qualifications

• Candidates must possess a degree in Business Administration or Management or any equivalent qualifications from an accredited institution.
• Additional certifications in Contact Center Management or Quality Management or Customer Experience is a plus.
• Proficiency in Microsoft Office Suite and Visio.

Experience

• Strong supervisory, conflict resolution and team building skills.
• At least five (5) years’ experience in Contact Center operations with a strong understanding of Contact Center technology, designs, reporting and analysis.
• At least two (2) years’ experience in workforce management functions specifically real-time management in a shift environment.
• Experience in Banking or Customer Service positions is a plus.
• Understanding of Digital Banking channels and Contact Center multi-channels including telephone, email, web chat, WhatsApp and social media support.