Supervisor, Customer Service - Money Network Call Center
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Job Description
Customer Service Supervisor leading a team supporting Money Network operations. Ensuring associates are supported and customers' concerns are resolved effectively while working remotely.
Responsibilities:
- Coach, develop, and lead your team through performance feedback, training, and professional growth opportunities—helping each associate bring their best to the job every day.
- Review performance trends through quality checks and reporting, identifying what’s working and where improvements can be made.
- Manage workflow and service levels, ensuring daily operations run smoothly and escalated customer concerns are resolved effectively and professionally.
- Oversee timekeeping and payroll accuracy for your team, ensuring timely and compliant submission.
- Lead through change, helping your team stay focused and supported as new processes and initiatives roll out.
- Take on additional responsibilities as needed in a dynamic environment where every day brings new opportunities to learn.
Requirements:
- High school diploma or equivalent required.
- 1+ year of supervisory experience in a call center, customer service, or operations environment.
- Prior experience in a high‑volume, fast‑paced environment.
- Experience interpreting data, reporting and using insights to drive performance.
- Familiarity with call center tools and applications such as CRM tools, ticketing systems, QA platforms, and workforce management tools.
- Prior monitoring of call center metrics, scorecards, and service level objectives.
- Proficiency with Windows, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), and web‑based applications.
- Prior leadership, including coaching, team development, and performance management experience.
- Ability to analyze data, identify trends, and translate insights into actionable improvements.
- Experience supporting high‑volume customer service or operations environments.
- Associate’s degree or Bachelor’s degree — or an equivalent blend of education, experience, and/or military background.
Benefits:
- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental, caregiver, and military leave.
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