Call Center Customer Service Supervisor
U.S. Bank - Overland Park, KS

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We are currently accepting resumes for Customer Service Supervisors in our Overland Park Call Center
      . Responsibilities include:

      -

      Managing and directing a staff of approximately 15-18 Customer Service Advisors.

      - Motivating and educating staff to deliver on departmental customer satisfaction results and performance goals.

      - Developing strategies and processes for interacting with customers to improve their experience.

      - Participating in the development and enhancement of general processes and/or coaching procedures that will support company service and revenue generation goals.

      - Interacting with internal departments to ensure the customers' and employees' needs are met.

      - Developing, supporting and mentoring team members through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure team members meet their goals.

      - Recognizing, rewarding, and celebrating the successes and accomplishments of team members through the appropriate channels; and successfully fielding and finding resolution to customer escalations.

      - Take incoming customer calls as required.

      The current hours of operation for the Overland Park Service Center are 4:00AM – 9:00 PM, 7 days per week.

      Your Career is Here.

      Qualifications
      Basic Qualifications
      - Associate's degree, or equivalent work experience
      - Two or more years of experience as a supervisor in a customer service environment

      Preferred Skills/Experience
      - Strong customer service and problem-solving skills
      - Good knowledge of operational functions, systems, policies and procedures of assigned area
      - Ability to identify and resolve/escalate problems
      - Good verbal and written communication skills
      - Proficient computer skills, especially Microsoft Office applications

      About this company
      1,690 reviews
      U.S. Bancorp (NYSE: USB) is a diversified financial services holding company and parent company of U.S. Bank, the nation's fifth largest...