Contact Center Supervisor

Benefits

Parental leave

Not verified

Non-birth-parent leave

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Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

Not verified

Relocation assistance

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Childcare support

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Learning budget

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Verification

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Salary

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401(k) match

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Market context

Median wage (BLS OEWS)

$78,856 national median

Projected growth (BLS Employment Projections)

+0.8% - Slower

12% below the BLS national median for customer success aggregate.

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

Not verified

Weekend work

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Application

Cover letter

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Assessment

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Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Contact Center Supervisor Buffalo, NY NY0705 NY Region Business Office Job Description The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team. The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations. Essential Functions • Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills • Provide real time management support within the Contact Center. • Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner • Conduct weekly/ bi-weekly coaching sessions and monthly team meetings with team members designed to enhance their skills. • Complete quality reviews of written payoffs processed by the team. • Regularly reviews team members performance ensuring proper management of service levels and other performance standards are being met. • Contribute to the setting of goals and targets for the Contact Center. • Complete monthly call monitoring for all types of interactions to ensure consistency and compliance standards are met. • Provides support

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