Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

At Regions, the Contact Center Priority Banking Supervisor oversees the day-to-day operations of the Priority Banking team.

Primary Responsibilities

• Plans, organizes and acts on contact center initiatives
• Supervises a team responsible for supporting the top 10% of Regions customer base
• Manages attrition and headcount through effective recruiting and interviewing techniques
• Interprets scorecard tracking and data analytics to drive team and individual performance
• Ensures that team achieves or exceeds established performance targets
• Plans, directs, supervises, and evaluates workflow to meet operational requirements, performance monitoring standards, and to identify continuous improvement
• Takes responsibility for the daily application of organizational policies and procedures that drive performance and promote the Contact Center culture
• Performs general management duties including onboarding, performance appraisals, promotions, and terminations
• Takes responsibility for developing quality assurance processes and auditing procedures
• Collaborates with senior management to develop long-term goals and objectives, including projects and necessary improvements

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

This position is incentive eligible.

This position requires registration with the Nationwide Mortgage Licensing System and Registry (NMLS). Please refer to https://fedregistry.nationwidelicensingsystem.org for more information.

Requirements

• High School Diploma or GED
• Five (5) years of experience in customer service or sales environment
• One (1) year of supervisory or management experience
• Ability to work a flexible schedule which includes all hours of the contact center
• Ability to accurately observe stable and scrolling on-screen text and images
• Ability to accurately detect verbal information and communicate verbally using a headset or speaker and microphone
• Ability to operate a keyboard and mouse to type and make on-screen selections
• Ability to work at a computer for extended periods of time

Preferences

• Associate's or Bachelor's degree

Skills and Competencies

• Ability to recognize and develop high potential talent
• Ability to recruit, retain and motivate associates through management techniques and associate engagement
• Proven ability to lead and motivate others to drive both individual and team results

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Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$52,079.50 USD

50th Percentile:

$63,930.00 USD

Incentive Pay Plans:

This role is eligible to participate in a formulaic incentive plan. Employees have the potential to earn incentives based on performance against defined metrics and goals.

Location:

Nashville, Tennessee

Equal Opportunity Employer/including Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.