CALL CENTER INBOUND SUPERVISOR-DOWNTOWN KCMO-2004077

Responsibility: As a supervisor, a majority of your daily activity will be as a coach. In the
role of coach you must be able to: 1.Inspire your team by setting the standard.
2.Communicate your vision of success and how the vision statement applies to
your team and individual team members. 3.Encourage your team; never letting
great work go un-noticed. 4.Creating an environment where it is okay to try new
solutions and to strive for continuous department and self-improvement. 5.Give
real-time, constructive feedback. Letting team members know about a job well
done or offering encouragement to team members who are sincerely trying to
improve. 6.Challenge your team, never letting poor work go un-noticed but in a
positive and private manner. 7.Quality measurements are important to the
success of your team, in this role you must be able to:Provide constructive
feedback to your team with the accurate use of monitoring forms and scorecards.
8.Have a complete understanding of call center metrics so as to effectively
communicate team and/or agent measurements. In addition to your role as coach
and quality coordinator, you will also provide assistance to the call center
agents on the assistline. In this role you must be able to: Respond/handle
assist line inquiries from customers and/or bank associates regarding UMB Bank
products. An emphasis placed on not only providing information to fellow
associates but coaching to inform so as to insure application of such knowledge
for future calls. Excellent written communication so as to enter complete
online notes regarding escalated calls and actions taken.

Requirements:

Excellent interpersonal skills, ability to be an effective and approachable
coach. A desire to not only provide information but to transfer knowledge and
skills. Prior supervisory experience - ideally in a call center. Prior
systems use including working knowledge of basic MS office software. Well
organized with attention to detail balanced with the ability to resolve issues
in a timely manner. Ability to look for opportunities for process improvement
to improve productivity and/or reduce costs.Good time management and
self-starter. Ability to reprioritize tasks based on deadlines and/or
priorities. Ability to make good decisions based on solid understanding of bank
policies in balance with the need for superior customer satisfaction. Model
work and attendance ethics. (No verbal or written warnings within the past
year).Full-time hours: Monday through Friday 7:00am-6:30pm; Saturdays
8:00am-5:00pm; one day off during the week. Location: 906 Grand Boulevard
(Downtown KCMO)..


For more information about UMB, please visit our web site at