The (Remote, Temporary) Contact Center Supervisor is responsible for providing guidance, context, and operational oversight for Flagstar Bank’s contact center locations in Troy, MI, and regional remote employees. As a Contact Center Supervisor, you will be responsible for leading the Servicing Call Center Team to deliver an exceptional customer experience through telephone and digital channels (email, chat, etc.) while successfully promoting Flagstar services. You must possess proven customer service and sales skills; strong verbal and written communication; and above all, a desire to lead and help others. You will be responsible for meeting team performance goals including service level, utilization and customer satisfaction as well as maintaining complete and accurate department procedures. Regular collaboration with leaders and support staff is required to accurately forecast call volume, create and navigate management reports, create staff schedules and to make immediate adjustments for unforeseen volume or absenteeism. The ability to multi-task as well as readily shift priorities is essential for this position.
50% of time: Strategic Functions
Collaborate with technology and communication partners to help prioritize and execute the technical strategy as it relates to IVRs, CRM (Salesforce), workforce management, and quality applications.
Participate in user acceptance testing (UAT) for our various technology platforms.
Partner with the workforce team to review and approve capacity forecasting and optimal agent schedules to meet KPI goals; work with peers and workforce management to ensure real time adherence goals are met
Collaborate with the Training team to continuously develop agents as well as create, maintain, and enforce processes/procedures
Using data and reports, develop, maintain, and present monthly business reviews to peers, leadership, and supporting business units
Review and recommend improvements to current performance metrics and standards in order to make data-driven decisions to improve team accountability and development
Responsible for driving high quality interactions across the team; ensure all quality monitoring sessions are completed timely and participate in calibration sessions; identify the side-by-side and overall coaching strategy with quality partners
Serve as a project leader and/or SME in the implementation of new or special projects. Represent Contact Center management in meetings with other departments to ensure the customers’ best interests are upheld.
Partner with back office teams (i.e. Escrow, Cash Operations, etc.) to identify and resolve issues that impact the customer experience or involve risk.
35% of time: Leadership and Team Development
Responsible for the daily operations of the contact center including but not limited to hiring, developing, evaluating, coaching and direct supervision of the Contact Center agents located in the office and work from home; oversee the daily processing of all contacts
Provide real-time and/or side-by-side operational and sales coaching, training, call monitoring, and run/analyze production reports for continuous improvement of agent performance
Maintain a positive ‘floor presence’ and drive employee engagement across the team to ensure employees are receiving training as required, team and individual meetings are being held, and recognition and rewards are utilized on a frequent basis to award top performance
Work to ensure customer issues and complaints are addressed appropriately and resolved to the customer’s satisfaction. Ensure associate issues are dealt with professionally and in a timely manner.
Monitor, coach and document any disciplinary, performance appraisals, training and side-by-side opportunities for direct reports. Provide necessary feedback to associates on their progress.
Ensure career pathing and individual career pathing discussions are held with direct reports.
15% of time: Operations
Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.
Manage a range of non-phone activities for agents including huddles, timely completion of LMS courses, and special projects.
Increase employee efficiency by monitoring real time adherence and metrics in a multi-skill call center environment, through dashboards, reports and WFM tool; addressing areas of concern and making real time adjustments to agent schedules.
Manage proactive approval and denial of time off requests as well as audit and approve schedules created by workforce management team to ensure KPI goals are met.
Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or customers.
Maintain user guides through collaboration with internal and external resources; recognize, update and communicate any necessary additions and/or modifications to policies and procedures.
Meet and/or exceed key performance metrics for team
Provide responses to management as necessary for audits, customer complaints, privacy concerns, and any other operational issues
Perform additional responsibilities as assigned
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
HS Diploma, GED or Foreign Equivalent
Remote position - "High Speed Internet" access required
5-7+ years in a call center environment and/or customer service operations required
3- 5 years leadership experience in a contact center or support function preferred
Experience managing remote staff with the ability to monitor performance and maintain employee engagement preferred
3- 5 years of experience in the financial services industry preferred; mortgage experience strongly preferred
1-3 years sales experience required
Deep understanding of call center operations, systems, and processes
Demonstrated ability to work calmly in a fast-paced team environment while demonstrating strong interpersonal skills with the ability to assess associate morale and effect positive change on it, and lead and mentor associates’ professional development.
Proven record of developing and coaching high performing service and sales teams
Excellent communication and skills, both written and verbal, with the ability to communicate effectively with a broad range of customers and employees (from agents to executives)
Exceptional analytical, data-mining and data-synthesis skills required in order to create and navigate operational reports
Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met
Must be team-oriented, highly organized, detail oriented and have successfully demonstrated the ability to manage multiple priorities
Significant experience with MS Office Suite with intermediate/advanced technical skills; experience with Nice, Salesforce, MSP, Cisco telephone a plus Maintain professional dress attire and demeanor
Ability and willingness to work the varying shifts including evenings and weekends
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