Sr Supervisor, SRT

About the role

The Service Response Team (SRT) is a flexible, cross-skilled Operations team that supports service levels, queue coverage, and business continuity. The Sr. Supervisor, SRT leads a team of approximately 16 cross-skilled associates supporting up to 12 lines of business.

Responsibilities

• Lead and support a team of approximately 16 cross-skilled SRT associates who support multiple phone and non-phone functions across Operations
• Coach associates across workflows and lines of business through 1:1s, call reviews, QA results, and real-time feedback
• Use performance data, including adherence, AHT, QA, and cross-skill readiness, to identify coaching opportunities, performance gaps, training needs, and process improvements
• Support associates in maintaining proficiency across assigned skills by reinforcing procedures, sharing updates, and helping them apply feedback consistently
• Partner with the SRT Manager, WFM, L&D, QA, and department leaders to support cross-skilling, queue coverage, training readiness, and team performance
• Coach associates through complex situations, building ownership, call control, and confident resolution, while reinforcing a team culture rooted in flexibility, accountability, and continuous improvement

Requirements

• 2+ years of leadership experience within Operations, including coaching, managing performance, and delivering feedback
• Experience leading or supporting a multi-skilled team preferred
• Strong ability to coach using performance data, call observations, and QA feedback, with strong attention to detail in documenting trends and follow-up actions
• Strong communication skills, with the ability to deliver clear feedback and partner effectively with leaders and associates
• Strong problem-solving skills, with the ability to identify trends, process gaps, and training opportunities

Qualifications

• Strong leadership and coaching skills
• Experience with cross-functional teams and operations
• Ability to manage multiple priorities and support a team working across several business areas
• Comfortable in a fast-paced Operations environment
• Strong communication and interpersonal skills
• Ability to adapt to change and cross-skilling

Skills

• Strong leadership and coaching skills
• Experience with cross-functional teams and operations
• Ability to manage multiple priorities and support a team working across several business areas
• Comfortable in a fast-paced Operations environment
• Strong communication and interpersonal skills
• Ability to adapt to change and cross-skilling

Benefits

• Medical, dental, and vision plans for employees and their families
• 401(k) match
• Health and wellness programs
• Flexible time off policies for salaried employees
• Up to 16 weeks paid parental leave

Pay

The target base salary range for this position is $65,000 - $80,000. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank's Total Rewards package. You may also be eligible for an annual bonus (which is based on company performance, employee performance and eligible earnings).

Schedule

We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role's success, and remote placement will not be considered.