Call Center Manager - Retail
About The Position
At Sunrise Banks we are committed to a culture of trust and transparency that welcomes all. POSITION SUMMARY The call center manager will work from our Sioux Falls, SD office to handle inbound and outbound calls as well as oversee the daily operations of a call center, ensuring efficient and effective customer service. This includes hiring, training, and motivating call center staff, as well as monitoring performance, handling escalated issues, and optimizing processes for improved efficiency and customer satisfaction. They also play a crucial role in setting goals, tracking key performance indicators (KPIs), and reporting on performance to upper management.
Requirements
- High school degree or GED required and 4 Year college degree in a business-related field preferred.
- 5 years’ customer service or call center operations experience required.
- Superior skill set in the use of the following software applications: Microsoft Teams, Excel, Word, PowerPoint, Access, and Outlook.
Nice To Haves
- Experience in retail banking and the financial industry preferred.
- Prior experience with Fiserv Premier for account management preferred.
Responsibilities
- Handle inbound and outbound calls from consumer banking and small business clients, ensuring first time call resolution whenever possible.
- Manages the Retail Bank call center customer service team while continually motivating and guiding team members, especially when handling difficult calls and while maintaining adherence to policies, procedures and regulations.
- Addresses employee issues and resolves conflicts.
- Manage schedules and ensure adequate staffing levels based on call volume projections and forecasts.
- Works with the Retail Bank leadership team in setting performance goals and monitoring key performance indicators (KPIs) such as call resolution time, customer satisfaction, and agent productivity.
- Develop and implement strategies to improve call center efficiency and customer service and analyze call center statistics and reports to identify improvement.
- Implement and maintain a quality monitoring program to ensure adherence to protocols, procedures, and regulations.
- Providing coaching and ongoing development of CSRs.
- Handle escalated customer complaints and resolve complex issues while ensuring that customers receive excellent customer service and that their needs are met.
- Lead team meetings and provide updates on company initiatives.
- Review and update department protocols and procedures as needed and maintain a team Wiki or Knowledgebase.
- Other duties as assigned.
Benefits
- Medical, Dental, Vision insurance, Life, AD&D, Short and Long-term disability insurance, FSA, 401k w/match, Paid Time Off (PTO), Volunteer Time Off, Paid Parental Leave, Pet Insurance, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
