What are the responsibilities and job description for the Digital Service Supervisor position at First Hawaiian Bank?
We are currently seeking an engaging, collaborative, detail-oriented Digital Service Supervisor to join our Digital Service Center. In this role, you will provide support to the Digital Service Consultants to enable them to provide excellent service to customers by assisting with training, monitoring, and coaching Digital Consultants to meet and exceed service level goals and customer expectations, while striving to meet the Center’s service performance targets and objectives.
The successful candidate will be hired for the level of the position that aligns with their experience.
Work Schedule
Monday-Friday 8:00am – 5:00pm (hours may vary)
The ideal candidate will have:
- Bachelor’s degree in business, finance, communications or related discipline, or equivalent experience required.
- 3 years of progressively responsible call center, help desk, customer service, and/or supervisory experience required.
- Experience in supervising help desk or service center staff preferred.
- Experience in developing operational procedures, training programs, management reports, etc.
- Experience in training customer service curricula preferred.
- Experience in monitoring employee performance, coaching, counseling and evaluating preferred.
- Strong oral and written communication skills.
- Comfortable working with computers and quickly researching information online.
- Comfortable with navigating the Digital Service Center’s systems, platforms, and resources.
- Demonstrated ability to handle difficult and technically-challenged customers.
- Familiarity with general office equipment (telephone, fax & fax servers, copier, printers, etc.).
- Keyboarding – minimum 25 wpm.
- Strong customer service skills.
- Strong leaderships skills, including ability to effectively coach and counsel employees.
- Strong time-management skills.
- Strong problem-solving skills.
- Ability to be self-motivated to execute responsibilities without supervision.
- Ability to build trust and maintain confidentiality.
