Solution Center - Service Operations Assistant Manager

Solution Center Service Team Supervisor

Location: 2416 Philadelphia Street Indiana, PA 15701

Hours: Monday-Friday: 7:00 a.m. - 7:00 p.m. Saturday 8:00 a.m.-3:00 p.m. Sunday 10:00 a.m.-3:00 p.m.

Function: Supports the daily operations of the Solution Center Service team by providing training and support to the staff.

Duties and Responsibilities

Monitors live and recorded calls and coaches existing staff on proper operating procedures and efficiencies. Supervises staff at satellite/virtual locations and travels to the sites as needed. Responsible for keeping all department training resources current and updating the S/C S&T Central page. Creates reports and tracks team and individual call metrics; talk time, hold time, speed to answer. Reviews individual staff Q/A operational assessment performance with the S/C Management Team. Works closely with the S/C Manager to ensure quality operational standards are met by the department. Assists in creating action items to improve team and individual operational performance. Assists S/C Management with compiling requests from Audit and Compliance departments. Assists S/C Management with Audit/Compliance responses. Responsible for updating and maintaining the S/C Service procedures manual. Assists and supports the S/C staff with escalated and/or difficult customer issues. Coaches all team members to effectively handle all customer related issues. Attends coaching training, and updates, as needed to develop personal coaching skills. Attends retail operational training sessions and relays information to S/C staff. Maintains a good working relationship with bank employees in other departments. Demonstrates the ability to work independently. Highly motivated to work as a team player to contribute to the success of the department and organization. Assists with monthly scheduling for S/C staff to ensure the S/C is staffed for efficiency. Assists with supervision of call volume on S/C floor, utilizing phone system tracking technology. Reviews and takes appropriate action on more serious employee concerns in S/C Manager's absence. Provides weekly reports to S/C Management of TFC leads from Satellite/Virtual offices. Assists with troubleshooting and opening tickets with FIS and following up with FIS when needed. Assists S/C Manager with employee operational issues; gives insight into 90-day evaluations and year end employee reviews. Assists with the responsibility for the efficient and effective control the bank's Solution Center Service division by ensuring that prescribed schedules and operating procedures are followed. Makes recommendations regarding improved operating systems and procedures, changes in employment, salary, training and performance rating for employees. Allocating work and assisting with the training of personnel. Performs other duties as assigned to support the successful operation of the Solution Center Service division.

Education

Requires a high school diploma or equivalent, plus specialized training or a two-year degree. Additional training: High Performance Coaching.

Experience

Five to ten years general experience with two to five years specialized training, including banking, retail, or call center experience required. Coaching and/or supervisory experience preferred.

Physical Demands

Use of manual dexterity skills for typing up to 80% of the business day. Specific vision requirements include close vision of 18"-20", distance vision and depth perception for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Salary Range: $17.52 - $37.02 EEO/AA Minority/Female/Disability/Veteran