Bank Call Center Team Manager

EverBank • Lewisville, TX

3d

About The Position

Bank Call Center Team Manager
The Client Experience Coach oversees the daily activities of a small customer
support team, and provides direction on how to effectively improve their service
quality, accomplish customer care goals and enhance relationships between the
client and the contact center.

Requirements

• 3+ years of experience managing a call center team within the banking or financial services industry

Nice To Haves

• 5+ years of leadership experience
• Experience as a lead or people manager in a contact center environment
• Experience working in a banking environment and knowledge of banking rules and regulations
• Ability to actively coach junior members of the team
• Willing to research new policies and procedures
• Great communication skills with the ability to gracefully handle changing business needs
• Ability to work with multiple bank systems (IBS, Client Connect, etc.)

Responsibilities

• Establishes work procedures and processes that support organizational and contact center department standards, procedures and strategic initiatives.
• Ensures customer service calls are answered in a timely, efficient and knowledgeable manner.
• Organizes training programs for team members to improve their client services knowledge and overall service levels.
• Identifies system and workflow improvements to enhance the team's service quality and efficiency.
• Maintains and tracks client call performance data and compiles reports to inform senior management.
• Manages the performance of team members through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional customer service strategies and to foster team member engagement, motivation and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed