Founded in 1963, FirstBank is Colorado's largest locally owned holding company and we are still growing, serving customers in Colorado, California, and Arizona. Our growth can be attributed to one simple philosophy: do right by customers, communities, and employees, which is at the center of the company’s “banking for good” mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and we take pride in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it. By joining the FirstBank team you will experience our great team culture with ample opportunity for growth. There’s an opportunity for everyone with positions across the company, from Personal Banker and Call Center to Technology and Lending. Apply today to learn more and join the team!
A Brief Overview
The Contact Center Supervisor leads and supports the daily operations of Contact Center teams, ensuring efficient service delivery and excellent customer satisfaction. This role involves supervising a large team of agents, monitoring performance, addressing escalations, and ensuring that team members meet or exceed service standards. The Supervisor also plays a key role in coaching, mentoring, and developing team members while assisting in managing operational procedures. The Supervisor utilizes extensive product knowledge and problem-solving skills to answer agent's questions and resolve escalated customer calls.
What you will do
- Oversee the day-to-day operations of the contact center team
- Ensure department metrics are met
- Handle escalated calls and pinpoint logical resolutions for both the company and the customer
- Create a positive, engaging, and supportive team environment for all Contact Center staff
- Collaborate across company departments on complex customer and Contact Center matters
- Utilize coaching sessions, spot mentoring, and trainings to professionally develop Contact Center employees
- Maintain extensive knowledge of all bank products and services offered
- Train staff to identify and mitigate fraudulent activity
- Navigate seamlessly between multiple FirstBank programs and systems while aiding customers and employees
- Work closely with management on department projects and initiatives
- Perform other duties and projects as assigned
- Understand and comply with all provisions of the Safety in the Workplace policy
Supervises the work of a group of direct reports. Responsible for performance management and evaluations; hiring and staffing, scheduling. Enforces policies and procedures. Directs day-to-day work of employees, through supervision of lead staff or directly. Supervisory responsibilities may be limited to a specific shift or a portion of a function, facility or location. May assist with training and payroll. Coaches and develops staff.
Minimum Requirements
- Typically requires a minimum of 1-2 years of related functional experience and prior supervisory experience
Preferred Requirements
- Cross training in other FirstBank departments
- Prior management experience
- 3-5 years in FirstBank contact center
Knowledge, Skills, and Abilities
- Excellent verbal and written communication skills
- Ability to problem solve and multitask
- Aptitude for analyzing data and assessing trends
- Ability to interact and communicate well with individuals at all levels of the organization and across cultures including the ability to handle difficult conversations
- Coaching and mentoring skills
- Excellent decision making and leadership skills
Working Conditions and Physical Requirements
- Frequently remains stationary throughout a typical business day
- Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
- Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms
- Occasionally positions self to access drawers and shelves of various heights
- Frequently reaches for and handles paperwork and files
- Constantly communicates with customers, coworkers, and management in-person and on the phone
- Must be able to exchange accurate information
- FirstBank does not currently offer fully remote positions, except as required by law. The actual number of in-office days that may be required will vary by business unit, role, and business need.
Salary Range
$26.95 Per Hour to $35.97 Per Hour
Statement of Benefits
FirstBank offers a suite of benefits that support our employees’ professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D
EOE/Affirmative Action
FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other legally protected characteristic. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department.
Colorado Job Application Fairness Act
Under Colorado’s Job Application Fairness Act, you have the right to redact from any documents that you submit in connection with your application information that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution. Should you wish to exercise your right to redact such information, please redact it prior to submitting the documentation
*This job opportunity is expected to close on January 7, 2025*
United States
