Customer Support Team Supervisor (Remote) Job at Bread Financial
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Job Summary
As a Customer Support Team Supervisor at Bread Financial, you will live and breathe customer centricity and associate engagement. You will manage the day to day operations of a Customer Support team in addition to leading specific processes for the department. The Customer Support Team Supervisor is fully accountable for the performance of a team of up to 15 Customer Support Associates who are serving customers via voice and email channels while also contributing to the overall SLA, CSAT and Quality performance of the department. If you are a performance driven self-starter, a leader, and an experienced Call Center pro with a positive attitude and a genuine passion for people, then this might be the role for you.
Job Description
Essential Job Functions:
Engage, coach develop, manage and motivate team members to ensure individual, team, and department goals are met on a daily, weekly, monthly and annual basis.
Exercise effective judgment, decision making and discretion in addressing team and company needs while carrying out your duties.
Build an excellent team and department culture by listening and being available, knowledgeable, kind, and supportive while fulfilling the requirements of the role.
Maintain department policies and procedures, ensuring accountability to established guidelines and establish new policies and procedures as business needs warrant.
Fulfill leadership administrative functions like staffing, scheduling, timesheet/payroll management, time off requests, performance management, etc..
Interview and select team members for the department.
Provide floor support and de-escalate customer issues, engaging cross functional resources as need to resolve existing or new customer friction points.
Partner with internal teams like Product, Engineering, Compliance, Finance, Enablement, etc... to provide feedback and recommendations for product and process improvements.
Fulfill weekly call monitoring requirements to ensure adherence to company policies and procedures
Actively participate in weekly leadership meetings bringing efficiency and effectiveness improvement recommendations and taking ownership of new processes and tasks.
Minimum Requirements:
- 3+ years of call center management experience OR 6 months of exceptional performance in the Senior Customer Support Associate role with a strong demonstration of people leadership aptitude.
- Ability to develop employees, strong people and process leadership skills and ability to achieve excellence through team members.
- Strong performance history, tech savvy, and proven process improvement, problem solving, and analytical skills.
- Effective verbal and written communication skills with all audience levels.
- Ability to learn Bread Financial products, processes and systems quickly and become a trusted subject matter expert for the team.
- Ability to accept feedback eagerly, make adjustments, be accountable and work in a team environment.
- Proven ability to multitask, prioritize and organize effectively in a fast paced environment
- Demonstrated ability to effectively share knowledge and support others.
- Can do attitude with a passion for customers, merchants, and technology.
- Contributes to an environment that supports diversity and reflects Bread Financial's values.
- Availability to work a full-time schedule that includes evenings and weekends
Preferred Qualifications:
- Bachelor’s degree
- FinTech startup experience
- Experience in Financial Services
- Experience supporting unsecured loan products
- Knowledge of the e-commerce and payments landscape
- CRM experience (Zendesk or Salesforce Service Cloud)
Salary Range:
$51,400.00 - $122,500.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial’s 401(k) plan.
All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates receive 80 hours of Paid Sick and Safety Time per calendar year at the beginning of each year and is prorated in the associate’s first year of employment.
Hired associates will be able to elect to purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.
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for more Benefits information.
About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its 6,000+ global associates and is committed to sustainable business practices.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
- The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at
TaOps@breadfinancial.com.
Job Family:
Care Center Operations
Job Type:
Regular
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