Chat Supervisor, Online Support
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- Phoenix, AZ
- Permanent
- Full-time
Our Online Support Supervisor (Email & Chat) team coaches and develops a world-class team that takes pride in creating delightful customer experiences and consistently raising the bar. This is a role for someone who considers themselves a natural born leader who loves coaching, challenging, and developing people in a competitive fashion to drive world-class results. Your job is all about partnering with the leadership team to deliver unparalleled service while fostering a fun and enriching work environment. The right candidate will excel at finding process improvements and have excellent attention to detail.We're looking for a dedicated, people-oriented Online Support Supervisor (Email & Chat) to guide, mentor and inspire our incredible team of Email or Chat Representatives. The right person is a self-starter, go-getter, motivator, and can connect online and offline with their team, and our customers. Your leadership challenge will be to determine when and how you motivate and inspire your team.What You'll Do:
- Have clear knowledge with internal policies and procedures
- Manage team KPIs, and ensure department exceed goals
- Have a strong focus on Quality and an amazing Customer Experience
- Drive your team toward exceeding operational goals, using metrics to ensure efficiency, quality, and customer experience in day-to-day operations
- Mentor, inspire, and provide guidance to your team with a focus on helping them achieve their goals, grow as team members, and create successful experiences for our customers
- Act as the first point of escalation and troubleshooting for customer, systems or transactional issues within the team
- Act as the primary point of contact for systems training, call, and email quality improvement within the team
- Take on additional responsibilities as assigned
- 1 - 3 years previous experience managing a team of specialists in a fast paced, goal oriented operations environment.
- Experience using Zendesk and Genesys Chat systems.
- Broad knowledge of consumer banking and/or Financial Services including, but not limited to, loan processing, onboarding new accounts, checking, savings, debit card, etc.
- Extensive knowledge of managing a team with high volume of emails and chats.
- Detail-oriented, analytical, and highly organized self-starter and ability to work in fast-paced and dynamic environment.
- Strong verbal and written communication skills.
- Ability to inspire a team and help develop a team of agents.
- Customer experience mindset and ability to be able to focus on process improvements within the department.
- Ability to collaborate with peers, provide suggestions on process improvements and be innovative.
- Experience in a financial services setting at a startup, branch, and/or online support center is preferred.
- Operations (loans, bank accounts, mobile app, credit card, auto refinance, HELOC, processing, customer facing, financial, tech) experience a plus.
- Great open office space
- Paid time off (PTO)
- 401K matching
- Comprehensive benefits package: Medical, dental, vision, life insurance & disability
- Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
- Paid parking or platinum pass
- New Hire Training Program
- Wellness Incentive Program
- Kitchen fully stocked with snacks and beverages