Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success.

As a Customer Service & Support Supervisor within PNC’s Customer Care Center organization, you will support Core Services. You will be responsible for consistent engagement, coaching & development of employees, and achieving specific business objectives for your work group. You will engage your team through audio and video technology. You will also be responsible for administrative and HR related tasks for your direct team. In addition Core Service leaders also interreact directly with clients while supporting the escalation queue.

Customer Care Center and leadership experience preferred.

SHIFT SCHEDULES:
8:30am ET - 5:00pm ET (Monday-Friday)
12:30pm ET - 9:00pm ET (Monday-Friday)
(All shifts will include a weekend day with an exchange day)

Job Description

• Leads the day-to-day activities of a team in a contact center or client service environment. Achieves specific outcomes and key indicators for their work group in order to optimize performance. Delivers CARES model to customers and service partners.
• Accountable for the performance for a customer service team. Review team behaviors and identifies trends to drive employee engagement and performance outcomes.
• Ensures that reporting is accurate and completed in a timely manner. Conducts problem solving locally to own issues and shares continuous improvement opportunities with leadership.
• Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner. May help manage workforce functions of the group. Manages escalated issues and interacts with customers.
• Inspires, motivates, grows and develops customer service staff. Leads change efforts and owns all outcomes. Effectively plans, organizes, directs, analyzes and evaluates staff and processes.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support

Competencies<