Customer Experience Supervisor

Work Hours: During work week hours are 11am-8pm with Saturday shift of 8am-5pm

SUMMARY: The Performance Manager’s primary focus is coaching, development and performance of a designated team of virtual customer service agents located in a contact center setting. This position would have approximately 15 direct reports and is responsible for the team's adherence to corporate attendance and employment policies. A high degree of autonomy and business acumen is required. Responsible for the overall coordination and management of a segment of the company's bank activities or one or more of the bank’s product lines.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Coaches and supports team with a goal of continuous growth and skill improvement Inspires exceptional performance by managing at an individual level and leading by example Provides continuous feedback to team members for their progress and progression plan for their role SUPERVISORY RESPONSIBILITIES Directly responsible for directing, coordinating, and evaluating designated units or certain personnel in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; providing pay change recommendations; disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position: Bachelor's (4-year college) degree and 2-4 years of experience or equivalent combination of education and experience 5-10 years of experience or an equivalent combination of education and experience