Client Care Specialist Supervisor

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Regular or Temporary:
Language Fluency: English (Required)
Work Shift:
1st shift (United States of America)
Please review the following job description:
Responsible for the day-to-day operations of a team of customer service associates that handle external and internal calls related to any/all aspects of client accounts, including inquiries and problem resolution. Coordinate work activities to achieve the volume expected to meet operational requirements. Ensure that assigned team meets or exceeds service level goals. Handle escalated calls and tasks that need a higher approval due to complexity and/or risk.
Essential Duties and Responsibilities:
The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Coach agents daily to recognize high performers and address performance issues, as appropriate.
2. Assist Call Center management in the coordination, planning, staffing, scheduling, and execution of all activities within the assigned team.
3. Make recommendations for assigned personnel regarding employment, career development, salary changes, promotions, transfers, and terminations, within established policies and guidelines.
4. Verify and approve agent time cards, including Family & Medical Leave Act (FMLA) reporting and tracking.
5. Complete annual and semi-annual performance evaluations of contact center associates, focusing on ensuring the accuracy of information provided, and the delivery of the Perfect Client Experience (PCE).
6. Monitor and evaluate randomly selected calls to assess agent's service quality standards and complete online evaluations of client calls.
7. Conduct team meetings and team building sessions to discuss various issues, Perfect Client Experience (PCE) strategies, services, policy and procedures, technical changes and process improvements.
8. Analyze key metrics, evaluate department's achievement of those metrics and determine appropriate changes necessary to meet goals.
9. Conduct monthly departmental internal audits and Information Security audits.
Required Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelor's degree or equivalent education and related training
2. Three years of contact center experience or equivalent experience with demonstrated high performance
3. Strong time management, people management and negotiation skills
4. Excellent interpersonal, verbal and written communication skills with the ability to: successfully handle a wide variety of client service situations, work with minimum supervision and direction, constructively manage conflict, solve problems and make recommendations regarding client situations
5. Ability to work flexible hours within an 18-hour day, 7-day a week environment
6. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
7. Ability to travel, occasionally overnight
Desired Skills:
1. Experience as a Supervisor
BB&T is an Equal Opportunity Employer and considers all qualified applicants regardless of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law.
EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify

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