Assistant Manager-Call Center

Bank OZK•Alpharetta, GA

About The Position

Supervises call center support staff and provides guidance to ensure day-to-day operations within assigned Customer Care Center location(s) are managed according to established policy and procedure and all calls are handled effectively. Supports management in fostering a high-performance culture, while maintaining a positive and motivating work environment.

Requirements

Comprehensive knowledge of online banking software and Customer Care policies and procedures.
General knowledge of card systems and imaging systems.
Ability to effectively communicate both verbally and in writing, including presenting to groups of various sizes.
Demonstrated ability to deliver clear, constructive feedback and effective coaching to support employee learning and performance.
Ability to utilize discretion and sound judgment in decision making and maintain confidentiality.
Ability to demonstrate effective customer service skills.
Ability to demonstrate effective critical thinking, analytical and problem-solving skills.
Ability to work independently without close supervision.
Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
Ability to demonstrate effective leadership skills and manage the work performance of others.
Ability to develop and motivate staff to achieve team goals.
Ability to develop, interpret and provide staff guidance on Bank policies and procedures while maintaining strict confidentiality and Bank secrecy.
Ability to work flexible hours, including evenings and weekends, and travel as needed for work.
Skill in using computer and Microsoft Office products (Word, Excel, Outlook).
High school diploma or equivalent required.
3+ years of work experience in a call center, customer service and/or retail banking environment required.

Nice To Haves

Associate degree preferred.
1+ year of work experience with core banking software (e.g., Fiserv Premier) and the applicable interfaces to a core banking software platform preferred.
1+ year of management or supervisory experience preferred.

Responsibilities

Supervises and guides day-to-day operations of call center staff to ensure calls and resolution of customer issues are handled according to established policies and procedures.
In partnership with the Customer Care Quality Assurance team, performs quality assurance monitoring of call center activities and provides subsequent feedback and coaching as necessary.
Provides ongoing support, coaching, and feedback to agents to improve performance, customer service skills, and adherence to policies and procedures through reoccurring side-by-side call monitoring.
Leads monthly touch base meetings with agents to discuss performance, provide feedback and observations, and explore career interests and development goals.
Tracks agent availability and prepares regular individual reviews to keep agents on track and within compliance of the availability policy.
Resolves escalated customer complaints and conducts requisite follow up with the appropriate party as appropriate.
Coordinates staff scheduling and provides updates to Call Center Manager daily.
Tracks agent progress of weekly, monthly, quarterly, and annual objectives.
Creates and nurtures effective work relationships with supervised staff to motivate, coach, and retain staff.
Performs all other duties as assigned.