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Supervisor of Customer Experience

2 months ago

Kapolei, Hawaii, United States Bank of Hawaii Full time
Job Summary

We are seeking a highly skilled Customer Service Supervisor to join our team at Bank of Hawaii. As a key member of our customer service team, you will be responsible for supervising and developing customer service representatives to deliver exceptional customer experiences.

Key Responsibilities
  • Supervise and Develop Customer Service Representatives
    • Supervise and develop customer service representatives to ensure they have the skills and knowledge to deliver exceptional customer experiences.
    • Provide coaching and feedback to customer service representatives to improve their performance and achieve business objectives.
  • Manage Daily Operations
    • Manage the daily operations of the customer service team, including allocating resources and coordinating activities to ensure internal and external service levels are achieved.
    • Analyze call statistics and adjust staffing models to meet service and quality standards.
  • Handle Escalated Calls
    • Handle escalated calls with a focus on customer retention and resolution.
    • Address and handle customer complaints and escalate as required.
  • Develop Individual Coaching Plans
    • Develop individual coaching plans for staff members to reach peak performance.
    • Assist in the preparation and delivery of performance counseling.
  • Perform Other Duties
    • Perform other miscellaneous duties and responsibilities as assigned.
Qualifications
  • Education
    • Bachelor's degree from an accredited institution or equivalent work experience.
  • Experience
    • Minimum 3 years of customer service experience in a high-volume, multi-faceted customer service organization and 1 year of lead/supervisory experience or equivalent work experience.
  • Technical Skills
    • Demonstrated proficiency and expertise with personal computers and Microsoft applications (Outlook, Word, Excel, Access, and PowerPoint) or similar software.
  • Other Job Qualifications
    • Ability to understand call center metrics to drive optimum performance.
    • Strong team building and leadership skills.
    • Ability to motivate and mentor staff.
    • Customer service skills, including an ability to work well with the public and to adopt a customer perspective.
    • Strong problem-solving, communication, and decision-making capabilities.
    • Display of strong flexibility and ability to function and multi-task in a fast-paced, ever-changing environment.
    • Ability to effectively evaluate complex information and make appropriate decisions.
    • Effective follow-up and escalation skills.
    • Demonstrated communication skills, verbal, voice quality, diction, articulation, written, and presentation.
    • Detail-oriented and strong time-management skills, ability to grasp complex material quickly.
    • Ability to provide effective coaching and support skills.
    • Ability to prioritize and meet deadlines.