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Credit One Bank Careers

Customer Service Command Center Supervisor in Las Vegas, NV at Credit One Bank

Date Posted: 2/28/2019

Job Snapshot

Job Description

Position Summary

  • Supervises day-to-day operation of a team comprised of a team lead and Workforce Analysts.
  • Guarantees timely and accurate completion of all reports relevant to their team’s performance, productivity and records.
  • Responsible for delivery of all IT access forms for Customer Service.
  • Provides guidance and leadership with regard to staffing and service level adherence among processing partners in areas such as: systems, policies, processes, procedures, etc.
  • Monitors all work products with regard to progress, accuracy, quality, and timeliness.
  • Maintains strong emphasis on analyst development and team building.
  • Ensures proper completion of all Human Resource deliverables, i.e. salary actions, corrective actions, time sheets, etc.
  • Manages special projects as determined by Customer Service Management.
  • Provides assistance and guidance to all analysts as necessary.
  • Responsible for the development and on-going training of their representatives. Conduct monthly performance one on ones.
  • Clearly delineates and distributes work product to areas of responsibility.
  • Performs other duties as assigned.


Job Requirements


 Position Requirements


  • 3+ years in a call center environment or closely related field
  • Must have extensive knowledge of staff shrinkage and its effects on call handling
  • Clearly defined and demonstrated superior Workforce Management skills
  • Experience with capacity planning and call volume allocation
  • Experience in working with Call Center Outsourcing is preferred
  • Experience creating and/or maintaining SharePoint sites
  • Track record demonstrating ability to educate, train and develop employees
  • Demonstrated verbal and written communication skills
  • Must have above-average skills MS Office applications such as Excel, PowerPoint, and SharePoint.
  • Knowledge of call management software including, AVAYA and Cisco
  • Knowledge of MySQL, SAS and other relational database management tools preferred.
  • Must be very organized; experience in project management is a plus





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