Contact Center Supervisor (Safe-Act)

Location: Must be able to report into our Williamsville, NY office. Hybrid schedule is 4 days in office and 1 day from home.

Hours: Full-time. Must be flexible M-F 6am to 9pm and Sat/Sun 9am to 5pm

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.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
• Promote an environment that supports belonging 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, 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

Previous call center, banking operations, or customer service experience

Physical Requirements:

N/A

Location