Contact Center Supervisor - Hoover, AL

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions’ Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system.

Job Description:

At Regions, the Contact Center Supervisor oversees the day-to-day operations of a team of representatives that handle customer service inquiries and problems via telephone and e-mail.

Primary Responsibilities

• Plans, directs, supervises, and evaluates work flow to meet operational requirements, recommended improvements, and performance monitoring standards
• Responsible for the daily application of organizational policies and procedures that drive performance and promote the Contact Center culture
• Answers questions from staff and provide guidance and feedback
• Anticipates escalation and take over calls when needed
• Handles all corrective action for your agents in the areas of attendance, availability, compliance, and overall performance
• Hires and onboard new associates
• Performs other duties as assigned

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay. 

Requirements

• High School Diploma or GED
• Three (3) years of experience in customer service/sales environment
• One (1) year of leadership/management experience
• Proven ability to meet/exceed performance goals
• Ability to accurately observe stable and scrolling on-screen text and images
• Ability to accurately detect verbal information and communicate verbally using a headset or speaker and microphone
• Ability to operate a keyboard and mouse to type and make on-screen selections
• Ability to work at a computer for extended periods of time

Preferences

• Bachelor's degree

Skills and Competencies

• Ability to work effectively in a team environment
• Motivated team player with a positive attitude and ability to work in fast-paced environment
• Strong written and verbal communication skills
• Strong critical thinking and problem-solving skills

• Schedule: Monday–Friday, 10:00 a.m. – 7:00 p.m.

• May have to work weekends based on business needs.

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$49,199.70 USD

Median:

$68,240.00 USD

Incentive Pay Plans:

This job is not incentive eligible.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

• Paid Vacation/Sick Time

• 401K with Company Match

• Medical, Dental and Vision Benefits

• Disability Benefits

• Health Savings Account

• Flexible Spending Account

• Life Insurance

• Parental Leave

• Employee Assistance Program

• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser.

https://www.regions.com/about-regions/welcome-portal/benefits

Location Details

Riverchase Operations Center

Location:

Hoover, Alabama

Equal Opportunity Employer/including Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.