• Location:;Onsite in Hartford, CT
• Hours:;8 hour shifts varying between 8AM EST - 6PM EST Monday through Friday
• Base Salary Range;- $55k - $65k annual depending upon experience
• For more information on benefits and what we offer please visit us at;https://www.exlservice.com/us-careers-and-benefits;

We are seeking a dedicated and experienced;Customer Service Inbound Call Center Supervisor;to lead our team of customer service representatives in the;Transfer Agency department.;

In this role, you will be responsible for overseeing a team of up to 18 call center representatives, ensuring high-quality service delivery and compliance with industry standards.;

This position requires strong leadership skills,;a deep understanding of Transfer Agent Services;and a commitment to fostering a positive work environment.

***Experience mentoring and managing financial services inbound call center teams is a plus***

Responsibilities

• Team Leadership:;Supervise, mentor, and motivate a team of Transfer Agents customer service representatives, providing guidance and support to enhance their performance and development.
• Operational Oversight:;Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service.
• Performance Management:;Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery.
• Quality Assurance:;Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients.
• Customer Experience:;Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction.
• Reporting and Analysis:;Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement.
• Collaboration:;Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs.
• Continuous Improvement:;Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Transfer Agent department.

Qualifications

To be successful in this role, we’re seeking the following:

• Minimum of 3 years of experience working in a financial institute’s customer service department, with at least 1 year in a supervisory role;– preferably as part of the Transfer Agent department.
• Strong understanding of banking operations, particularly in transfer-related services.
• Excellent communication and interpersonal skills, with the ability to foster a positive team environment.
• Proficient in call center technologies and software; experience with CRM systems is a plus.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Ability to work independently and manage multiple priorities in a fast-paced environment.