MoneyLine Call Center Supervisor

MidFirst Bank is seeking an experienced Team Supervisor to manage a team of Personal Bankers in our Moneyline Contact Center. The Moneyline provides comprehensive banking support and financial services to MidFirst and VIO Bank Customers through various channels including phone, email, electronic banking.

The ideal candidate will possess strong leadership skills, a deep understanding of customer service processes, and the ability to ensure that the contact center operates efficiently, provides excellent service to our customers, and meets service goals.

Responsibilities will include, but are not limited to, the following:

• Fostering a positive and engaging work culture
• Ensuring customer interactions meet company quality standards
• Escalation management
• One-on-one coaching and developing to improve performance
• Overseeing daily operations and efficiency
• Reporting and analysis on team performance

Standard Hours: Tuesday through Friday 12:00 p.m. to 9:00 p.m. (or 11:00 a.m. to 8:00 p.m.) and

Saturday 8 a.m. to 5 p.m.

Position Requirements:

• 3-5 years of experience in managing or supervising a team (Call center experience preferred)
• Demonstrated success in creating a positive work culture and motivating a team
• Ability to communicate efficiently and effectively in person, on the phone, or through email
• Comfortability in working in a fast-paced environment
• Careful attention to detail, strong organizational and multi-tasking skills
• Experience in handling escalated issues and concerns
• High degree of reliability
• Proficient skills with standard computer software (Microsoft Outlook, Excel, etc.) and ability to toggle between multiple systems

Preferred Skills:

• Knowledge of banking products and procedures
• Bilingual (Fluent in verbal and written English/Spanish)

Some of the many reasons to join our team include:

• Comprehensive compensation package: medical, dental, vision, paid time off, 401(k) matching, and more!
• Friendly business casual atmosphere
• Sign on Bonus
• Eligibility for $1,500.00 Anniversary Bonus after first anniversary and $5,000 after third.

Note: Bonuses are considered taxable income and will be subject to standard tax withholdings.