About Company
Regions Bank, a proud member of the S&P 500 Index, stands as one of the nation’s leading full-service providers of consumer and commercial banking, wealth management, and mortgage products and services. With a rich heritage spanning over a century, our unwavering commitment is to make life better for our cherished customers, dedicated associates, and the vibrant communities we serve. Headquartered in Birmingham, Alabama, our extensive network operates across the South, Midwest, and Texas, fostering an inclusive environment where diverse talent is not only welcomed but celebrated and encouraged to thrive. At Regions, we firmly believe in empowering our team members through robust development opportunities, a culture that deeply values service, unwavering integrity, and an ambitious drive to reach for greatness in every endeavor. We are profoundly invested in the communities where we operate, extending our impact beyond financial services through active volunteerism, strategic community partnerships, and a resolute goal to create a positive and lasting difference for all.
Job Description
We are actively seeking a dynamic, highly motivated, and experienced Customer Service Supervisor to lead our dedicated Remote Channel team. In this pivotal leadership role, you will be directly responsible for overseeing a team of remote customer service representatives, ensuring they consistently deliver exceptional service and robust support to our valued customers through a variety of digital and remote communication channels, including phone, chat, and email. This role demands a visionary leader who can adeptly inspire, coach, and strategically develop a high-performing team within a virtual environment, all while upholding the highest standards of quality, efficiency, and profound customer satisfaction. You will be instrumental in the continuous monitoring of team performance against critical key metrics, providing timely and constructive feedback, and proactively implementing innovative strategies to further enhance the overall customer experience in our remote interactions. The ideal candidate will possess a deep and nuanced understanding of remote work dynamics, exhibit excellent communication skills that transcend virtual barriers, and demonstrate a proven track record in effectively motivating and managing a distributed workforce to achieve collective goals. You will serve as a primary point of contact for complex customer issues, skillfully collaborating with various internal departments to find effective resolutions and drive continuous improvement across all facets of our remote service operations. This is an exciting and significant opportunity to contribute to a forward-thinking team dedicated to innovation in customer service, ensuring our remote channels remain a cornerstone of our comprehensive customer engagement strategy and a beacon of service excellence.
Key Responsibilities
- Lead, coach, and motivate a team of remote customer service representatives to achieve individual and team performance goals.
- Monitor remote team performance, conduct regular one-on-one coaching sessions, and provide constructive feedback for continuous improvement.
- Ensure adherence to company policies, procedures, and service level agreements (SLAs) within the remote channel.
- Handle escalated customer inquiries and complex issues with professionalism and efficiency, providing timely resolutions.
- Analyze performance data and identify trends to implement proactive solutions and optimize remote channel operations.
- Facilitate regular team meetings to foster engagement, share best practices, and communicate company updates.
- Collaborate with training and quality assurance teams to identify training needs and develop development plans for remote associates.
- Champion a positive and supportive remote work culture that encourages collaboration and high morale.
Required Skills
- Minimum of 3 years of experience in customer service, with at least 1-2 years in a supervisory or team lead role.
- Demonstrated experience managing or leading a remote or distributed team.
- Exceptional verbal and written communication skills, capable of engaging effectively across various remote platforms.
- Strong problem-solving abilities and a proactive approach to conflict resolution and customer issue management.
- Proficiency in customer relationship management (CRM) software and other remote communication tools.
- Ability to analyze data, identify trends, and make data-driven decisions to improve performance.
- Proven ability to motivate, coach, and develop team members in a virtual setting.
- High level of adaptability and comfort with technological changes and remote work environments.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Experience in the financial services or banking industry.
- Certifications in customer service, team leadership, or remote work management.
- Familiarity with workforce management (WFM) software for remote teams.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Tuition reimbursement and professional development opportunities.
- Employee wellness programs and resources.
- Opportunities for career growth within a large, stable organization.
- Supportive remote work environment with necessary tools and technology.
How to Apply
Interested candidates are invited to apply directly through our official careers portal. Please ensure your resume highlights your experience in customer service supervision, particularly with remote teams. We encourage you to click on the link below to apply for this exciting opportunity.