Commercial Call Center Supervisor - 3rd Shift
Location: CINCINNATI, OH
Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. As The curious bank, we've staked our claim on looking at things differently, at being better listeners and at showing more commitment. This applies to our relationships with customers and employees alike.
We employ about 19,000 people, and what we offer is:
# A chance for employees to build their future, with supportive career development and financial wellness programs.
# An environment where we win together. We celebrate achievement and work collaboratively. We're also a two-time Gallup Great Workplace honoree.
# An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.
It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.
Central Operations is the home of over 2,300 employees who handle Fifth Third Bank's back-office functions and Contact Center services for nearly six million customers. Our goal is to operate as an efficient, behind-the-scenes machine to allow Fifth Third Bank transactions to be seamlessly executed for our affiliates and customers.
GENERAL FUNCTION: First level of management in the Commercial Service Center. Works under
close supervision of Service Center Manager. Facilitates workflow, monitors productivity, and
ensures staff compliance with Bancorp policies and procedures. Direct responsibility for
approximately 15-20 FTE's, which includes coaching, HR issues, and development on advanced
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank#s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES & RESPONSIBILITIES:
. Coordinate and supervise day-to-day workflow in Call Center.
. Monitors Call Center activity to ensure that customer service and production standards are met
and maintained. Work with other members of management team to address problems when they
. Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions.
(i.e. assist as part of a team in the overall management of call flow.)
. Expert level knowledge of department processes and product to serve as the first line of
support in resolving internal and external customer issues.
. Oversee post classroom training of new hires, ensuring a comprehensive understanding of
departmental and bank procedures, products, and services.
. Responsible for the development and motivation of staff, and ensuring that they have the
necessary resources to do their job.
. Continually look for ways to improve the performance of the Call Center by identifying and
implementing work efficiencies through process improvement techniques.
. Serve as the liaison between management and front-line agents. Champions the suggestions
and concerns of the agents and works to ensure agents are fully engaged in the improvement of
the service center.
. Review quality monitor of calls for agents performed by the Quality Team. Provide feedback and coaching to agents on their
. Identify individual and group training needs and work with dedicated training team to implement
a plan of action. Develop individual improvement plans for each agent.
. Manage the attendance of subordinates and ensure accuracy of hours worked prior to
submitting payroll information.
. Provide recommendations with regard to performance appraisals, promotions, salary increases,
and disciplinary actions for subordinate employees.
. Responsible for periodic management of entire shift (i.e. Nights and weekends).
. Oversee of specific departmental projects.
. Participate in internal or external departmental rotations for development purposes.
. Continually learning and developing knowledge of Bank products and services.
. Perform any other duties as assigned.
SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and
constructive performance feedback; developing all employees to their fullest potential and provide
challenging opportunities that enhance employee career growth; developing the appropriate talent
pool to ensure adequate bench strength and succession planning; recognizing and rewarding
employees for accomplishments.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
. Bachelor's degree or equivalent experience required.
. Previous management experience preferably in a customer service environment preferred.
. Banking operations experience in specified or comparable area preferred.
. Excellent verbal and written communication skills.
. Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and
. Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive
. Ability to work in a team environment, presenting a professional image and commanding the
respect of staff, peers, and senior management.
. Ability to multi-task and be flexible.
. Excellent organization and project management skills.
. Normal office environment with little exposure to dust, noise, temperature and the like.
. Extended viewing of CRT screen.
. Flexible working hours.
. May include local or overnight business travel.
Fifth Third Bank is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.