Call Center Manager

Peoples Bank•Merrillville, IN

About The Position

The Customer Solutions Center Manager role involves leading and managing a team of customer service representatives within a contact center environment that supports digital banking, treasury management, general banking inquiries, and the digital branch. This position is responsible for developing and executing strategies to optimize operations, enhance customer satisfaction, and meet performance metrics such as customer satisfaction, net promoter score and call response times. This position also provides continuous coaching and feedback to team members to improve productivity and service quality, alongside handling escalated inquiries, and fostering a positive work environment. The responsibilities extend to overseeing training programs, ensuring adherence to quality assurance measures, and oversight over the digital branch. Collaboration with other departments is also key to addressing customer issues promptly and effectively. Overall, the position involves a comprehensive approach to call center management, focusing on team leadership, performance optimization, and customer satisfaction enhancement.

Requirements

High-school diploma or equivalent required.
A minimum of three years' experience in banking or financial services is required.
At least three years' experience managing teams or departments within a contact center setting or in banking required.
Strong leadership abilities are essential. This includes the ability to motivate and manage a team, provide clear direction and guidance, and foster a positive and productive work environment.
Requires knowledge of various technologies used in call center operations.
Proficient in MS Office (medium to advanced level), collaboration tools, and call center equipment/software programs required.
Must be adaptable and able to embrace change.
Excellent problem-solving abilities, ability to multitask with strong time management, prioritization, and organizational skills.
A strong customer-centric mindset is essential, as the primary focus to ensure a positive customer experience. This involves understanding customer needs and expectations, implementing strategies to enhance customer satisfaction, and effectively resolving customer issues.
The ability to analyze complex issues, identify solutions, and make informed decisions is crucial. Must be adept at resolving customer inquiries and complaints, addressing operational challenges, and implementing process improvements.
Effective verbal and written communication skills including the ability to communicate clearly and professionally with customers, team members, and other stakeholders are necessary.
Must possess a strong willingness for continuous learning and growth.

Nice To Haves

A bachelor's degree is preferred.
Prior three years of customer service, and call center operations strongly preferred.
Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus.
A solid understanding of banking products, services, and operations is highly desirable. This includes knowledge of banking regulations, compliance requirements, and industry trends.
Familiarity with Salesforce a plus.

Responsibilities

Lead a team of customer service representatives in a fast-paced contact center environment.
Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.
Oversee digital branch operations and development including digital branch customer servicing and support.
Provide ongoing mentoring of customer service representatives to improve performance and to achieve individual and team goals.
Establish and maintain quality assurance procedures to ensure consistency, accuracy and provide exceptional customer service delivery. Identify deficient areas and work with stakeholders to execute improvements.
Review and assess call interactions to ensure that customer service representatives maintain a high level of professionalism, customer service, and compliance with company standards.
Develop and implement training programs to ensure that team members are equipped with the knowledge and skills to effectively assist customers, while continuously assessing staff skill levels and areas for improvement. Provide ongoing training and development opportunities to staff to enhance their skills and knowledge.
Handle escalated customer issues with professionalism and empathy. Collaborate with other departments to address customer needs and resolve issues in a timely manner.
Create and manage schedules to ensure proper coverage during peak call hours and adherence to break schedules.
Develop and execute long term customer success strategy and roadmap. Implement strategies to optimize team operations and enhance customer satisfaction.
Track and monitor metrics such as call volume, response times, and customer satisfaction score. Prepare reports and presentations for leadership on key metrics for management review and decision-making.
Proactively collect and evaluate customer feedback on digital banking products and platforms and present to the Digital Solutions team for further action and enhancement.
Stay updated on industry trends and best practices in contact center management to continuously improve processes and procedures.
Oversee the use of contact center software and technology to optimize efficiency and customer experience.
Work with other departments and internal stakeholders for communicating initiatives and campaigns to customers.
Serve as a member of project teams that impact the Customer Solutions Center and other bank projects as assigned.
Performs other related duties as assigned.