Call Center Manager

Bank OZK•Ozark, AR

About The Position

Responsible for management of the call center assistant manager(s) and call center support staff. Oversees day-to-day operations within assigned Customer Care Center location(s) and is responsible for monitoring Key Performance Indicators (KPIs), implementing process improvements, and conducting effective resource planning. Ensures the call center maintains adherence to company policies, compliance standards, and customer service best practices. Partners cross-functionally to identify and address operational challenges.

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 with senior leaders, 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 excellent customer service, 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, including Word, Excel, PowerPoint and Outlook.
High school diploma or equivalent required
5+ years of work experience in a call center, customer service and/or retail banking environment required.
1+ year of management or supervisory experience required.

Nice To Haves

Associate degree preferred.
2+ years of work experience with core banking software (e.g., Fiserv Premier) and the applicable interfaces to a core banking software platform preferred.

Responsibilities

Manages staff to include staffing, assigning and delegating work, training, mentoring, and coaching. Conducts performance reviews and fosters a high-performance culture of accountability, collaboration, and continuous improvement.
Develops objectives for the call centers day-to-day activities.
Collaborates with peers to build effective relationships and ensure all Customer Care Centers are in alignment.
Monitors day-to-day operations of call center staff to ensure calls and resolution of customer issues are handled according to established policies and procedures, and that objectives are met.
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 and assistant managers 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.
Creates and nurtures effective work relationships with supervised staff to motivate, coach, and retain staff.
Guides call center assistant manager(s) in effective leadership practices.
Organizes and plans implementation of strategic initiatives provided by senior call center management.
Resolves complex and/or highly sensitive customer complaints and conducts requisite follow up with the appropriate party as appropriate.
Conducts resource planning by monitoring KPIs, staffing levels, and coordinating staff scheduling to meet business needs.
Performs all other duties as assigned.