Bank of Guam Job Description and Specifications Job Title: Salary Level: Reports To: FLSA Status: Department: Salary Range: AVP/Familia Contact Center Manager Grade 15 Vice President, Director of Customer Support Exempt Customer Support Administration Minimum $42,552.82 Mean $56,329.29 Maximum $70,105.77 General Summary: Manages and coordinates the operational activities of the Familia Contact Center (FCC) personnel in executing the department’s overall goals to improve customer service levels to the highest standard. Achieves strategic goals of the Bank and carries out the FCC vision by assessing, monitoring and evaluating performance statistics and to improve customer service and drive customer satisfaction; ensures the quality of all customer service interactions through quality monitoring and coaching; identifies specific training needs based on historical and real time data, trends and repeated occurrences; monitors and provides feedback to officers and associates on performance levels to ensure consistency; develops and delivers both new and continuous training to improve product knowledge and enhance service levels. Works collaboratively with the HQ/Branch Support Manager and Customer Support Analyst to ensure the Customer Support Department performs optimally and cohesively. General Duties and Responsibilities: • Responsible for the day-to-day operations of the Customer Support Department’s Familia Contact Center • Ensures achievement of all system, team and individual customer service goals and standards. • Monitors interactions across all bank channels focusing on performance development, incident handling statistics and service level adherence; Recognizes and recommends operational improvements • Works in tandem with the HQ/Branch Support Manager and Customer Support Analyst to calibrate monitoring processes and results, analyzes trends and explores opportunities for process and service improvement • Partners with the HQ/Branch Support Manager to keep current on all policy and procedures, appropriately documenting and communicating all changes to the staff • Reviews the performance of staff, identifying training needs and planning training sessions • Records statistics, incident rates and the performance levels of the division and prepares reports for management • Develops methods to motivate and retain staff and coordinates reward and incentive programs • Directs and delegates the activities of the FCC staff to ensure professional, timely and proficient customer service • Promotes good customer relations by consistently providing premier customer satisfaction; develops rapport with the customer base, and responds timely with correspondence to customers to resolve issues or problems • Participates in the selection and on-boarding of new employees, and is actively involved in the proper training and development of new employees; helps to identify staff who are capable of training new employees • Evaluates performance on a constant basis, providing coaching, counseling and guidance as needed • Annually prepares and gives formal written performance appraisals to direct reports in an honest and impartial manner, recommending salary increases and promotions as appropriate • • • • • • • • • Accountable for regularly scheduled and periodic team staff meetings in an effort to keep team upto-date on all relevant promotions, changes and/or updates Performs as the resource for FCC staff, answering questions, finding solutions to customer issues and ensuring staff is up-to-date on all procedures and policies Liaises with other managers and supervisors to gather information and resolve issues Performs daily office/operational responsibilities, delegates to staff as appropriate, and keeps the Customer Support Director updated on the all FCC operations and initiatives Handles with professionalism all complex consumer and business customer issues that the support staff is unable to resolve Maintains current and proficient knowledge of all bank products and assists other bank officers to promote bank products and services Provides customer service and product knowledge training to department personnel Provides rapid responses to customer inquiries concerning the variety of financial services offered by Bank of Guam e.g., trust services, financial services, business services, time deposits, etc. Participates in maintaining good customer relations by giving efficient, high levels of customer service and developing new business by acquainting non-customers with the Bank's services and offering existing customers with additional services Contact Center Operations: • Responsible for resource allocation management based on the interval arrival and distribution patterns of calls, emails and fulfillment request. • Analyzes channel statistics and adjusts and re-forecasts staffing models to best meet service and quality standards. • Develops operational strategy, process control, staff selection and management reporting. • Utilizes contact center IT systems and tools to monitor intraday FCC operations and evaluate quality of customer interactions • Prepares quantitative and qualitative reports, which track information and measure results for comparison to standard metrics. • Reviews individual performance for all contact center personnel, including regular call monitoring, to ensure consistently exceptional customer experiences • Facilitates collaboration sessions with FCC officers and staff - including constructive training, coaching, feedback, and assistance - helping them to improve their individual performance. • Provides regular feedback and updates to the Customer Support Director regarding incident/call quality • Supports the implementation of new procedures and/or operational changes that help achieve the FCC vision • Participates in the development of instructional material to ensure proper adherence to the FCC vision as well as department and bank wide policies and procedures • Participate in Lean Six Sigma training and utilize the knowledge gained to improve business processes within the contact center • All other tasks as assigned by the Customer Service Director Secondary Activities and Responsibilities: • Community involvement as it relates to the successful completion of primary duties and to establish key relationships to develop networking channels and to promote positive goodwill for the bank and its affiliates • Prepare reports on customer activities and customer relationships to evaluate potential for market expansion 2 Supervisory Responsibilities: This job supervises a staff of ten (10) Customer Support Associates and four (4) Customer Support Officers. Qualifications (Work Experience): To perform this job successfully, an individual must have two years of solid customer service supervision. Must possess excellent motivational abilities and have previous experience in coaching and developing associates. Strong problem solving abilities are necessary to follow through to meet or exceed customer expectations. Must demonstrate proven ability to drive performance of team with little variation. This position requires a highly energetic individual with excellent organizational and communication skills, and the ability to work with minimal supervision and to meet multiple deadlines. Education and Experience • Bachelor’s degree in banking-related field and 2 years banking experience; • High school graduate or equivalent general education diploma and 6 years banking experience, 4 years operational; or a combination of both. Required Skills, Knowledge and Abilities • Must be detailed oriented and highly organized • Proven track record of using sound judgment in decision making and problem solving. • Demonstrated effective leadership skills • Excellent organization, prioritization, time management skills • Excellent verbal/written communication skills • Demonstrated ability to handle multiple priorities • Proven ability to lead and manage multiple projects through to completion with minimal supervision • Ability to work with multiple levels of management internally and with customers • Strong sense of creativity and high energy level • Assertive, resourceful and willingness to follow company policies/guidelines • Ability to accommodate and assist customers while working within company guidelines • Excellent time management skills required, must be able to multi-task to meet multiple deadlines • Proficiency of bank software and Microsoft Office (Word, Excel, Power Point, Outlook) • Independent self-starter with a goal-driven attitude • Ability to organize, tabulate and analyze survey results and presents finding to management • Ability to use software to conduct data analysis, reporting and sharing of information to solve problems • Ability to design, develop, update and deliver training and quality control programs and materials for employees and managers • Ability to handle escalated issues to diffuse concerns through verbal and written messages • Identifies opportunities to increase efficiency, simplicity, and revenue • Works with management to drive new or improved services, procedures and ideas • Ability to work a flexible schedule 3
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