Contact Center Supervisor

Job Title: Contact Center Supervisor

Summary of Duties and
Responsibilities:

As a Contact
Center Team Lead, you will work in concert with the Contact Center Manager and
provide leadership and direction within the Contact Center. The primary
responsibilities include handling calls alongside other contact center agents
as well as hiring, coaching, training, monitoring and assessing workload,
prioritizing work among team members and maintaining or exceeding service level
agreements.

What You'll Do:

• A Day in the Life - Your focus will be on leveraging
  your expertise in the operations, processes and procedures of the department.
  You will achieve results by managing the day-to-day activities of your team and
  adjusting plans where necessary to achieve compliance standards and service
  level agreements. You will also hold yourself and team accountable to
  performance by hosting and maintaining team huddle, monitoring and measuring
  team goals and delivering projects per plan. Leveraging your leadership skills,
  you will be responsible for coaching, motivating, implementing reward and
  recognition program, providing timely feedback, and being a hands-on partner in
  training and ongoing development, including working with agents through complex
  customer issues. Additional routine parts of this role include approving time
  cards, managing staffing levels, partnering with the Contact Center Manager on
  performance reviews, performance management, and salary actions.

What it Takes:

• Ability to travel for meetings and training, as needed
  Two or more years of experience with a contact center or similar environment.
  
• Knowledge of: German American Bank products, services, fees, systems, and various processes, policies and procedures.
  
• Skills in: communicating effectively (written and verbally), maintaining confidentiality, building relationships, motivating and coaching others, making decisions, thinking critically, solving complex problems and deescalating situations with team members or customers.
  
• Ability to: achieve goals, accept and implement corporate strategies, be logical, manage time, use available resources and partnerships to solve problems, work with speed and accuracy, grasp technical information quickly, and work independently and as a team member.
  
• Proficiency in Microsoft Word and Excel
  

Bonus Points:

• Previous supervisory or management experience in a professional setting
  
• Bilingual/Multilingual

What we can offer you:

• Medical, dental, vision, STD, LTD, Life insurance, etc.
  
• 17 days paid time off, 11 paid holidays and bereavement leave
  
• Education assistance program
• Paid parental bonding leave
• Wellness benefits
  
• Life event coverage
  
• Service awards
  
• Financial benefits including 401(k) match, stock purchase plan and more

This position will be located at:

1311 West 12th Ave
Jasper, Indiana, 47546
United States

About Us:

German American Bancorp and its family of financial services companies employ talented, compassionate people throughout the organization, truly making German American special. Delivering genuine, customized, personal service with a focus on truly serving customers and communities well, our employees bring the Shield of Excellence commitment to life with each and every interaction.