Supervisor, Treasury Support Services - Customer Care, Hybrid Columbus

Job Description
Job Summary:
Supervises and coordinates the day-to-day activities and facilitation of workflow for one or more Customer Care teams responsible for inbound telephone calls. Provides direction, leadership and guidance to team members. Plans, evaluates, and documents team performance to ensure internal and external customers are receiving the highest level of professional and courteous Support Services. Assists Team Leads with floor coverage and serves as an escalation point for addressing and resolving the most difficult and complex customer and Banker issues. Ensures continuous coverage of Customer Care functions. Serves as primary point of contact for Specialty groups including Online and Mobile Banking, Team Member Support (611) or Treasury and Wires.
Job Duties and Responsibilities:

• Supervises and coordinates the day-to-day activities of one or more Customer Care teams. Completes staffing and scheduling coordination to ensure proper coverage of functions and prioritization of workflow.
• Ensures established standards, goals and service levels for key metrics such as quality, talk time, adherence to assigned schedule, knowledge of products and services, and accurate and timely call logging are continuously met. Manages monthly database cleanup to optimize reporting and complete required maintenance tasks.
• Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards while determining system improvements.
• Conducts daily huddles and regular meetings with team members to continuously communicate key information regarding changes to business and/or bank policies, procedures, products and services. Provides coaching and training to team members regarding the introduction/referral of products and services to new or existing customers.
• Monitors queues and tracks inbound call quality keeping team members aware of inbound calls, calls that are waiting and abandonment rate. Reviews feedback data with team members providing improvement opportunities. Assists in the development of training documents that support Customer Care operations.
• Serves as an escalation point for resolving the most difficult customer issues. Researches, resolves, and responds to escalated cases through direct action or referral to the appropriate person or department. Makes decisions regarding payments and other requests as needed. Initiates service recovery efforts with customers, as needed, regarding inquiry follow-up.
• Administers post-classroom training of new hires, ensuring a comprehensive understanding of departmental and bank policies, procedures, products and services. Serves as a change agent for Customer Care assisting with organizational effectiveness, improvement, and development. Demonstrates the Customer Covenant each day providing the highest level of customer service.
• Monitors program and system performance including telephone system, voice response unit, data processing, and workforce management systems. Works in partnership with Workforce to optimize agent availability and productivity around forecasted call volume. Alerts managers, as appropriate, when issues arise. Coordinates and participates in user acceptance testing as part of a variety of Customer Care program and system initiatives.
• Provides project management and coordination efforts regarding products and services offered in Specialty Groups. Serves as Customer Care representative regarding upcoming Specialty Group projects and initiatives. Meets regularly with business unit partners including project managers, leadership and other stakeholders. Maintains consistent communication to enhance the Customer Experience. Resolves issues and technical problems to ensure service levels are met and frontline is kept up-to-date.
• Provides direction and support to project teams and tracks and reports project status to leadership. Presents reports defining project progress, concerns, risk and solutions. Improves quality results by recommending changes as needed in accordance with project requirements.
• Provides leadership, direction and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws. Responsible for interviewing, hiring, planning, assigning or directing work, appraising performance, disciplining team members and resolving problems. Works with the Human Resources Department to resolve more complex team member-related issues.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace.
Minimum Requirements
Minimum Education:

• High school diploma or equivalent.

Minimum Experience:

• Four years of specialty product customer service experience including two years in a lead role -- Synovus Customer Care preferred.

Required Knowledge, Skills, Abilities:

• Strong knowledge of applicable Synovus specialty products and services.
• Knowledge of call center operations, functions, systems, policies and procedures.
• Knowledge of workforce management practices and tools.
• Strong project management skills.
• Ability to continually support people through individual development plans.
• Ability to confidently facilitate team discussions and communicate business messages.
• Strong listening skills and a positive communicator.
• Proficiency using Microsoft Office software products.

Additional Information
Preferred Knowledge, Skills, Abilities:

• Bachelor's degree.
• Financial services / banking industry.