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Customer Support Operations Supervisor
2 months ago
Company: Federal Reserve Bank of Kansas City
At the Federal Reserve, the nation's central bank, you will play a pivotal role in collaborating with industry experts to enhance and safeguard our economic, financial, and payment systems. We invest over $1 billion annually in technology to support our mission and are committed to building a dynamic and diverse workforce for the future. Bring your passion and expertise, and we will offer opportunities that challenge you and foster your growth, alongside a comprehensive range of benefits that support your well-being.
About Federal Reserve Financial Services (FRFS): FRFS provides a variety of payment services to financial institutions through platforms such as FedLine Solutions, Fedwire, National Settlement Service (NSS), FedCash, FedNow, FedACH, and Check Services. Our goal is to quickly meet marketplace demands for new products and services while ensuring a cohesive and enhanced customer experience across our offerings.
We are looking for leaders who can define the vision, strategy, values, and priorities that will help FRFS fulfill its mission. Our leaders should embody a strategic, action-oriented mindset, emphasizing intellectual curiosity, agility, accountability, and the capacity to drive innovation through experimentation. To realize our vision of a people-centric organization with a strong collaborative and innovative culture, we expect our leaders to promote an inclusive environment and exemplify our values in their interactions.
Position Overview: The Support Center Operations within FRFS Customer Service has an immediate opening for a Supervisor/Assistant Manager responsible for overseeing a team of Support Center Specialists. This team provides 24/7 phone and email support to financial institutions for electronic access and technical payment needs related to FRFS platforms.
Key Responsibilities:
- Oversee daily operations of the call center, assisting team members during outages or escalated customer issues, monitoring metrics, and collaborating on process enhancements.
- Analyze metrics and trends to identify necessary adjustments for improving customer service, efficiency, and resource allocation.
- Facilitate and implement departmental strategic priorities, holding yourself and your team accountable for outcomes.
- Encourage innovative thinking and actively listen to diverse perspectives to support new ideas in departmental processes.
- Supervise, mentor, and develop team members by setting performance expectations and providing continuous feedback.
- Make recommendations regarding employee recognition, hiring, promotions, and disciplinary actions.
- Communicate decisions and changes affecting team members promptly, partnering with training and analyst teams to create effective messaging.
- Collaborate with local and cross-site management on initiatives affecting the area and address daily customer issues.
- Provide management support during after-hours outages or customer issues as needed.
- Perform additional duties as assigned.
Preferred Qualifications:
- Strong analytical and problem-solving skills.
- Effective project management skills, including organization, planning, and execution.
- Excellent written and verbal communication skills, capable of articulating information to diverse audiences.
- Strong customer service and interpersonal skills, with the ability to motivate and collaborate in a cross-site environment.
Qualifications:
- No prior formal leadership experience required, but informal leadership skills are essential.
- Bachelor's degree from an accredited institution or equivalent combination of education and experience.
- Demonstrated leadership capabilities as defined by the Bank's leadership competencies.
Work Environment:
- Hybrid work model; on-site requirements will be determined by the hiring district.
- Remote work eligibility will also be determined by the hiring district.
- Travel may be required up to 15% domestically, if necessary.
Screening Process:
This position has additional screening requirements due to the sensitive information accessed while performing the job. These screenings will begin upon acceptance of an offer and may take several months to complete. Employment may commence before screening completion, but continued employment is contingent upon satisfactory screening results.
Sponsorship:
Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
Employment Type: Full-time
Job Category: Supervisory/Management
Work Shift: Second (United States of America)
