Supervisor, Customer Service – Money Network Call Center, Second Shift

📋 Description

• Coach, mentor, and guide your team by providing performance feedback, training, and opportunities for professional development—empowering each associate to excel in their role daily.

• Analyze performance trends through quality assessments and reporting, pinpointing effective strategies and areas for enhancement.

• Oversee workflow and service standards, ensuring that daily operations proceed seamlessly and that escalated customer issues are addressed efficiently and professionally.

• Manage timekeeping and payroll accuracy for your team, guaranteeing timely and compliant submissions.

• Lead your team through transitions, providing support and focus as new processes and initiatives are implemented.

• Embrace additional responsibilities in a dynamic setting where each day presents new learning opportunities.

⛳️ Requirements

• A high school diploma or equivalent is mandatory.

• At least 1 year of supervisory experience in a call center, customer service, or operations setting is required.

• Previous experience in a high-volume, fast-paced environment is essential.

• Proficient in interpreting data, reporting, and utilizing insights to enhance performance.

• Familiarity with call center tools and applications, including CRM systems, ticketing platforms, QA tools, and workforce management systems.

• Previous monitoring of call center metrics, scorecards, and service level objectives is necessary.

• Proficient in Windows, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), and web-based applications.

• Experience in leadership roles, encompassing coaching, team development, and performance management.

• Ability to analyze data, recognize trends, and convert insights into practical improvements.

• Background in supporting high-volume customer service or operations environments is preferred.

• An Associate’s degree or Bachelor’s degree — or a comparable combination of education, experience, and/or military service.

🏝️ Benefits

• Fuel Your Life program designed to enhance your physical, financial, social, and emotional well-being.

• Paid holidays and generous time-off policies.

• Complimentary mental health support through Employee Assistance Programs.

• Living Proof program to acknowledge your peers’ additional efforts with points redeemable for rewards.

• Eight Employee Resource Groups promoting a collaborative culture and expanding your professional network.

• Exceptional professional development opportunities with training, development, and internal mobility.

• Medical, dental, vision, life, and disability insurance options are available from day one.

• Retirement planning and discounted shares through the Employee Stock Purchase Plan.

• Tuition assistance and reimbursement programs offered.