Contact Center Supervisor- Digital

Contact Center Supervisor- Digital Location: Candidate must be able to report to the Bridgeport Center on a hybrid schedule. Hours: Must be flexible Monday- Friday from 8am to 9pm / Sat-Sun 9am to 5pm. Occasional weekends and nights are required. Overview: This position is the first level of management within the Contact Center. Directs the daily workflow of an assigned unit of between 10-15 employees (or with slightly fewer employees but covering diverse disciplines and/or complex functions) and exercises supervisory authority over staff responsible for executing a specific component of the work of the unit. Primary Responsibilities: Supervise and coordinate daily workflow to meet the objectives of the assigned department. Serve as subject matter expert on procedures, policy and operations to represent work group on Department and Bank-wide projects as needed. Resolve complex problems arising out of customer account management, either directly or through subordinate staff. Provide leadership, guidance, feedback and training to staff. Communicate and enforce operational and procedural changes to ensure compliance with Bank and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department. Participate in or facilitate process innovation and special projects as assigned by division management. Monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance. Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations. Understand and adhere to the Company?s risk and regulatory standards, policies and controls in accordance with the Company?s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management. Understand and adhere to the Company?s risk and regulatory standards, policies and controls in accordance with the Company?s Risk Appetite. Identify risk-related issues needing escalation to management. Promote an environment that supports diversity and reflects the M&T Bank brand. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Complete other related duties as assigned. Scope of Responsibilities: The position works under minimal supervision and uses independent judgment and discretion in the day-to-day supervision of the assigned unit. Supervisory/Managerial Responsibilities: Education and Experience Required: Combined minimum of 5 years? higher education and/or relevant work experience in a call center or bank operations environment, inclusive of a minimum of 2 years' work leadership experience Excellent customer service skills with ability to use tact and diplomacy Strong knowledge of relevant spreadsheet, word processing, and presentation software Education and Experience Preferred: Bachelor's Degree Demonstrated work leadership skills Excellent verbal and written communication skills Strong knowledge of departmental systems, documents and procedures Physical Requirements: N/A M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $30.21 - $50.35 Hourly (USD). The successful candidate?s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Bridgeport, Connecticut, United States of America Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people?s lives and uplift the diverse communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T?s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank?s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities?combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values ? integrity, ownership, collaboration, curiosity, and candor ? drive the work we do. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while continuing to support the growth and development of all our team members. View M&T?s Human Capital Report to learn more. Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at [email protected] for assistance. M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.

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