Contact Center Supervisor

Position Title: Contact Center Supervisor

Business Unit: Retail Operations

Reports to: Contact Center Manager

Position Overview:

This position is primarily responsible for the development of contact center staff. The incumbent provides guidance, coaching, recognition, motivation, and training to all employees and team members to meet or exceed established department goals, to satisfy customer needs, and to deliver a superior customer experience.

Primary Responsibilities:

Responsible for all aspects of the employee lifecycle such as interviewing, hiring, tracking productivity, and improving the performance of contact center agents.

Oversees staff activities and team bonding, provides exemplary leadership, and directs workflow solutions as priorities change.

Effectively utilizes tools such as help forums, key performance indicators, one on one meetings, and call monitoring results to engage with team members creating a highly engaged performance driven culture.

Responds to escalated customer requests, by telephone, email, and secure messaging, provide customers with information about products and services or to obtain details to resolve issues or concerns.

Provides advanced technical and troubleshooting support for the electronic delivery channels to internal and external customers along with ATM/Debit card support.

Assists with special projects and conversions, etc. relating to online banking, bill pay and mobile banking with a heightened degree of attention to detail and little supervision.

Incumbent will make themselves available as needed for business: Days, nights, and weekends. They will also make use of Microsoft Teams, Outlook, and Microsoft business suite on their personal cell phones for communication.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

Associates

Minimum # of Years of Job-Related Experience Required to Perform the Primary Responsibilities of this Position:

5

Special Skills Required to Perform the Primary Responsibilities of this Position:
Ability to work and multi-task in a fast-paced environment

Excellent communication skills, both written and verbal

Excellent organizational, analytical and interpersonal skills

Detail-oriented

Ability to use a personal computer and job-related software

MS Word - Intermediate Level

MS Excel - Intermediate Level

MS PowerPoint - Intermediate Level

Experience in a job-related position or call center. Prior sales experience helpful.

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:
N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:
N/A

Special Physical Requirement #2:N/A

Special Physical Requirement #3:N/A

Special Physical Requirement #4:N/A

Special Physical Requirement #5:N/A

Special Physical Requirement #6:N/A

Special Physical Requirements not listed above: Ability to sit for extended periods of time. Ability to work some holidays and weekends.