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Call Center Supervisor - Hybrid

Company: MUFG
Location: Arlington
Posted on: May 15, 2022

Job Description:

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. Across the globe, we're 180,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world's most trusted financial group, it's part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

This is a hybrid position. There are flexible work from home options available. A member of our recruitment team will discuss the options with you in more detail.

Job Summary:

Our Call Center Supervisor provides accurate, efficient, and customer-focused service. You will supervise a team of about 20 Customer Service Specialists as you direct and support workflow processes and follow up on employees' productivity while ensuring the achievement of established service levels. Customer interactions and transactions will range from basic to moderately complex. Ensures Bank policies and procedures are enforced and adhere to the approved budget.

Major Responsibilities:

Customer Service and Escalated Support

  • Communicate with clients and business partners to exchange information and process transaction requests.
  • Make decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience.
  • Assist manager in responding to escalated customer service issues, inquiries, and complaints.
  • Ensure service levels and operational goals are met by promoting adherence to schedules, monitoring workflow, and coaching for excellence.
  • Maintain a high level of expertise in all products, services, and channels clients use in order to provide excellent customer service.
  • Monitor and manage daily work queues that will consist of customer support requests, email correspondence, and chat.
    Human Capital

    • Ensure departmental performance standards are conveyed to all team members.
    • Enhance employee competency and effectiveness through training, coaching, and development plans.
    • Responsible for interviewing candidates, hiring, writing, and delivering annual performance evaluations, salary changes, promotions, and terminations as necessary.
      Leadership

      • Direct the activities of the assigned team, ensuring consistency and adherence to regulatory, and Bank policies and procedures.
      • Act as a resource to the team, providing technical, procedural, and decision-making support as needed.
      • Position carries transaction approval authority.
      • Assist with troubleshooting situations and make improvement recommendations to management.
      • Manage projects as assigned.
        Qualifications:

        • Excellent customer service and problem resolution skills.
        • Strong interpersonal, written, and verbal communication skills.
        • Comprehensive knowledge of the functional area.
        • Ability to organize and prioritize work assignments to meet service commitments.
        • Ability to analyze, interpret and summarize complex data; make recommendations based on analysis.
        • Flexibility and willingness to work additional hours when necessary. Open to working various shifts to support a 7-day operation.
        • Ability to work in a fast-paced, high-volume call center or production environment.
        • Demonstrates the following core competencies: Deliver extraordinary customer experiences, drive for results, communicate effectively and professionally, balance risk with opportunity, and influence and inspire others.
        • College degree (preferred) with 5+ years of related experience.
        • Overall knowledge of bank systems, policies, and procedures.
        • Proven supervisory expertise.
          The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

          We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual's associates or relatives that is protected under applicable federal, state, or local law.

          Some MUFG roles require that individuals be fully vaccinated against COVID-19, subject to exemptions for medical or religious reasons, as well as any other reason required by applicable law or order. Should you be selected for an interview, your recruiter will provide additional information.

          #LI-Hybrid

Keywords: MUFG, Arlington , Call Center Supervisor - Hybrid, Other , Arlington, Texas

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