Note: The job is a remote job and is open to candidates in USA. EXL is a data analytics and digital operations and solutions company. The company is seeking a Customer Service Inbound Call Center Supervisor to lead a remote Treasury Services team, oversee inbound call operations, ensure service quality and compliance, and support performance improvement.
Responsibilities
- Supervise, mentor, and motivate a team of Treasury Services customer service representatives, providing guidance and support to enhance their performance and development
- Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service
- Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery
- Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients
- Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction
- Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement
- Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs
- Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Treasury Services department
Skills
- Minimum of 3 years of experience working in a financial institute's customer service department, with at least 1 year in a supervisory role
- Preferably as part of the Treasury Services department
- Strong understanding of banking operations, particularly in transfer-related services
- Excellent communication and interpersonal skills, with the ability to foster a positive team environment
- Proficient in call center technologies and software; experience with CRM systems is a plus
- Strong analytical and problem-solving skills, with a focus on data-driven decision-making
- Ability to work independently and manage multiple priorities in a fast-paced environment
Benefits
- Fully remote / work from home
Company Overview