Job of the Day: 2/18

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Updated: 2/18/2013 11:22 am
Job Title:
Phone Bank Supervisor 1
Requisition Number:
Schedule Type:
Work Hours:
Telecommute Option:
Not Indicated

 Location: 2445 VASSAR ST - RENO, NV

Job Description
Do you want to be recognized for your leadership and passion for developing high performing team members? Do you thrive in a fast paced sales environment where your results are rewarded?

Wells Fargo Customer Connection is currently hiring a seasoned Supervisor for our sales and service call center. Wells Fargo Customer Connection (WFCC) is comprised of 24 contact centers that provide telephone and e-mail customer service and sales 24/7. With over 11,000+ team members, we service approximately 500 million customer contacts annually supporting personal or small business accounts, home equity products or cards, credit cards and online banking.

In this role, you will oversee the day-to-day supervision of team members receiving incoming calls to provide support to our customer's with the objective of extending contact to sell new or additional products and services. Developing and maintaining high performing sales/service team members through coaching, mentoring and the development of skills and behaviors is a primary accountability of a Supervisor in this capacity.

Your key responsibilities will include:
- Ensuring team members are at a minimum meeting sales, service, operational and
compliance metrics
- Meet required monthly coaching sessions to ensure team member development.
- Create a positive and effective work environment in a changing work environment
- Resolving escalated customer concerns/questions
- Train, develop and mentor team members to achieve success
- Performance Evaluations and Coaching
- Partnering with leaders and team members to identify, recommend and implement
best practices
- Special projects as assigned

In addition to base pay this role will include:
- Opportunity to receive quarterly incentive and

Basic Qualifications
1+ years customer service and sales experience and 1+ years supervisory, team lead or coaching experience.

Minimum Qualifications
Must be able to work 6:30 am - 3:00 pm Monday - Friday with days off being Saturday and Sunday.

- 2 + years of customer service & sales experience in a call center or banking
- 6+ months of team lead or supervisory experience in a call center or banking
- Proven ability to effectively coach and mentor team members on sales techniques and
- 6+ months experience coach team members on sales tech and metric in a call
center or banking environment
- Proven track record of driving and coaching to consistently meet sales goals
- Superb leadership skills with demonstrated excellence in motivating, developing, and
retaining front-line employees
- Excellent verbal/written communication and interpersonal skills
- Excellent analytical, problem solving and creative thinking abilities
- Ability to work independently and on a team
- Proven track record of achieving quality results
- Ability to work in a fast-paced environment and meet assigned deadlines
- Punctual, regular, and consistent attendance
- Ability to be extremely flexible with regards to work schedule
- Computer proficiency in MS Office

Preferred Skills
- 2 + years of customer service & sales experience in a call center environment
(financial or bank institution preferred)
- 6+ months of team lead or supervisory experience in a call center environment
(financial or bank institution preferred)
- 1 + year experience coaching team members on customer service, sales and
performance metrics
- 1+ years experience working with Nice Call Monitor System
- 1+ years experience working with ESP Scheduling System
- 1+ years experience working with Sales Monitoring System
- Recent call center team lead or supervisory experience
- Recent experience providing team members support in a sales environment (within a
call center)

For more information:

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