CRC Representative

SOUTHWEST BANK•Odessa, TX

4d•Onsite

About The Position

The Call Center Manager is responsible for leading the daily operations of the bank’s call center to ensure efficiency, exceptional customer service, and optimal use of technology and personnel. This position requires strong leadership, planning, and analytical skills to support the bank’s goals for high-quality service delivery and operational effectiveness.

Requirements

High school diploma or equivalent required
Minimum of 3 years of experience in a Call Center Manager or similar role.
Strong background in customer service operations.
Proficient in Microsoft Office Suite and call center technologies/software.
Demonstrated leadership skills, including coaching and staff development.
Proven ability to manage high-volume environments and prioritize tasks effectively.

Nice To Haves

Higher education in a relevant discipline preferred.
Experience with Jack Henry banking systems and RingCentral platforms preferred.

Responsibilities

Develop and execute objectives for day-to-day call center activities.
Conduct effective resource planning to optimize use of personnel and technology.
Monitor and analyze call center performance metrics and statistics.
Hire, coach, and train staff to uphold high customer service standards.
Regularly review and enhance call handling and related procedures.
Participate in call handling during peak periods or as needed.
Manage escalated customer calls and ensure timely, satisfactory resolution.
Evaluate team and individual performance using key metrics such as call accuracy, response times, and customer satisfaction.
Prepare and deliver performance and activity reports for management.
Ensure compliance with all bank policies, procedures, and regulatory requirements including BSA/AML.
Perform additional duties as assigned by management.