Supervisor
- Full compliance with Bank Secrecy Act (BSA), financial industry regulations, investors and all local and federal applicable legislation.- Foresees issues or barriers to assure units performance optimization as well as impact operations due to changes in policies, practices, campaigns, others. - Monitors and maintains quality of service and units metrics and motivates call center agents to achieve high performance.- Supervises associates assuring adherence to Human Resource policies and processes related to staffing, coaching, development, performance management, employee relations, compensation and benefits. - Assertively manages relationships between employees and management and ensures a productive and healthy environment.- Collaborates with Branches and back office to service or resolve customer claims.- Makes decision on and handles escalated concerns that fall outside the purview of agents (Example: approvals, employee accounts, customer fees and charges).- Actively participates in recruiting and hiring new personnel. - Monitors call flow, call waiting and other units’ productivity metrics.- Follows up on customer inquiries not immediately resolved. Completes call logs and reports.- Serves as instructor and/ or coach of current and new personnel and actively participate in training programs design and updates.- Designs, develops and ensures compliance of call center operational procedures and policies.- Build, lead, and foster qualified multitasking teams capable of meeting timelines and bringing task to be completed in the goal timeframe while remaining within the budget and scope specifications.- Create and manage daily call center reports in order to provide accurate data to the senior management.
