Support Center Operations Supervisor/Assistant Manager

Company

Federal Reserve Bank of Kansas City

When you join the Federal Reserve – The nation’s central bank – you’ll play a key role, collaborating with leading professionals to strengthen and protect our economic, financial and payments systems. We dedicate more than $1 billion to technology each year to support the Federal Reserve and our economy, and we’re building a dynamic and diverse team for our future. Bring your passion and expertise, and we’ll provide the opportunities that will challenge you and propel your growth – along with a wide range of benefits and perks that support your health, wealth, and life.

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedNow®, FedACH®, and Check Services. FRFS strives to meet the needs of the marketplace for new products and services quickly, while seeking to provide a more robust and unified customer experience across our financial service offerings.

We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

Support Center Operations within FRFS Customer Service has an immediate opening for a Supervisor/Assistant Manager with responsibility for a team of Support Center Specialists. The Support Center provides 24x7x365 phone and email support to financial institutions with electronic access, as well as technical and payment needs related to the Federal Reserve's Financial Services (FRFS) platforms accessed via FedLine®. The team operates cross-site with the FRB of Minneapolis and FRB of Atlanta.

The schedule for this leadership role would be Monday – Friday from 12pm-9pm CT (1pm-10pm ET) and is eligible for a shift differential.

Key Activities:

• Provide daily oversight for call center operations, including assisting team members during outages or escalated customer issues, monitoring individual and team metrics, and collaborating on process improvements.

• Utilize metrics and trends to determine adjustments needed to improve customer service, efficiency, and workload resources.

• Assist in determining, facilitating and implementing department and unit strategic priorities. Hold self and staff accountable for achievement.

• Encourage creativity and actively listen to diverse points of view, supporting new ideas or innovative approaches to department work processes.

• Supervise, coach, and develop staff members by communicating performance expectations and providing ongoing feedback.

• Make recommendations on employee recognition, hiring, salary, promotions and disciplinary actions.

• Communicate decisions and process changes impacting team members in a timely manner. Partner with training and analyst teams to develop effective messaging and resources.

• Collaborate with local and cross-site management team on broad initiatives impacting the area, as well as daily customer issues.

• Provide management support during after-hours outages or customer issues, as necessary.

• Perform other duties, as assigned.

Preferred Qualifications:

• Strong problem solving and analytical skills

• Strong project management skills, to include organization, planning, and execution

• Highly effective written and verbal communication skills, including the ability to communicate in an articulate manner to a wide range of audiences

• Effective customer service and interpersonal skills, including the ability to work effectively in a team environment; motivate and work through others in a cross-site environment to accomplish tasks; and deal honestly and directly with others.

Qualifications:

• Typically does not require any previous formal leadership role, experience demonstrating leadership skills informally required. 

• Bachelor’s degree from an accredited college or university or equivalent combination of education and experience.

• Demonstrates