Call Center Supervisor

You will participate in employee development through use of programs agreed upon in dual site environment.  Actively participate in development of new or changed processes.  Communicate areas of concern to management along with providing solutions.  Handle all personal banker functions in fast-paced 24x7x365, multimedia call center.  Develop a thorough knowledge of M&I Bank products, services and processes.  Front line escalation point for complex, difficult customer service situations with the ability to resolve.  Remain well-versed in all business and consumer products with the ability to effectively communicate functionally as necessary.  Develop and maintain FTE productivity analysis.  Provide exceptional customer service while assisting department in meeting service levels for entire M&I Direct department.  The ability to be flexible as calls dictate and always willing to put customers first.  Set leadership example for future leaders.  Develop productive and respectful relationships throughout M&I Direct and the Corp as necessary to deliver great customer service. A Bachelor's degree in Business, Finance, Communications, or equivalent business experience required; minimum of three years in a supervisory or management capacity preferably in Financial Services sector; two or more years of customer service and sales experience required; Call Center experience preferred, but will train.  Specialized skills include: multi-line telephone, typing at 40 wpm, reconcilement, customer service, and PC word processing; excellent verbal and written communication skills.  Overtime required - minimum of 5 hours per week included in salary.

 

In return for your contribution, we offer a generous benefits package to include:

401K with immediate employee participation

Tuition reimbursement

Medical, dental, and flexible spending plan

Stock purchase plan

Employee referral program

Pension & profit sharing plan

Paid vacation and holidays

 

M&I Bank is an EQUAL OPPORTUNITY EMPLOYER

 

See our web site at mibank.com