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Customer Experience Supervisor - Call Center

Company: Central Pacific Bank
Location: Honolulu
Posted on: May 16, 2022

Job Description:

Job DescriptionPosition Function: Oversee the department's daily activities including, but not limited to, ensuring adequate phone coverage to meet the department's established service level targets, supervision of Customer Experience staff, and handling of escalated complaints. Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a "Voyaging Spirit" and being "Positively Ohana". Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness. Primary Accountabilities:

  • Ensure that all Customer Experience Representatives are handling calls in accordance with Customer Service Center standards and taking appropriate follow-up action.
  • Ensure that Customer Service Center service levels standards are being met and take appropriate action as needed to maintain service levels.
  • Provide coverage assistance for the Central Support Services (daily, weekends, holiday's).
  • Provide on-going on-the-job training support for Customer Experience Representatives.
  • Handle escalated customer service issues.
  • Assist with high call volume periods as needed.
  • Responsible for the hiring of qualified individuals to execute the departments goals and objectives.
  • Monitor, research and recommend new technologies and industry best practices to improve the quality of the work environment and workflow efficiencies.
  • Respond to website e-mail requests from customers.
  • Provide data to department manager for monthly management reports. Minimum Qualifications:Education: H.S. Diploma or GED equivalentExperience:
    • 2+ years as a team leader or 1+ year supervisory experience
    • 3+ years of customer service experience
    • 1+ years of sales experience with any consumer product Knowledge, Skills & Abilities:
      • Demonstrated knowledge of: Lotus Notes, Fiserv CBS, Nautilus, Fiserv EFT, and Internet Banking. (preferred)
      • Must be able to work a flexible work schedule to include before and after normal work hours, weekends, and holidays when necessary. Physical Demands:
        • Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
        • Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
        • Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
        • Must be able to read and understand bank-related documents.
        • Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Keywords: Central Pacific Bank, Honolulu , Customer Experience Supervisor - Call Center, Other , Honolulu, Hawaii

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