Call Center Manager
Hope Enterprise Corporation•Jackson, MS
•Onsite
About The Position
The Call Center Manager is responsible for overseeing daily operations of the call center, including supervising Telephone Service Representatives, ensuring efficient handling of incoming and outgoing calls, and delivering exceptional customer service with timely resolution.
Requirements
- High School Diploma/GED
- 5 - 7 years leadership experience in a high-volume banking or credit union call center environment
- Proven expertise in handling escalated conflict resolution
Nice To Haves
- Bachelor’s degree in business or related discipline
- Experience working with Cisco, Banno, Symitar, Synergy, and other related
Responsibilities
- Lead and support strengthening HOPE Initiative that values an organizational culture for open communication, innovation, associate engagement and other traits that contribute to collaboration and high performance.
- Supervise, train and coach Telephone Service Representatives
- Develop and implement comprehensive training programs.
- Research and resolve complex member issues with professionalism and a high level of customer service, including de-escalation when necessary
- Monitor and respond to incoming and outgoing calls in a timely manner, (e.g., updating member accounts information, processing check requests)
- Maintain strict confidentiality of member’s information
- Ensure timely processing of incoming mail deposits and/or payments
- Develop and manage performance goals and metrics (e.g., call handling time, cross-selling of value-added products and/or services)
- Ensure completion of compliance related courses and adherence to service level agreements
- Monitoring and reviewing call center reports to call center quality improvements
- Serve as liaison between the call center and other departments
- Management and oversight of 3 party vendor relationships
- Develop and implement strategic call center metric initiatives to drive enhanced member experience
- Other duties as assigned
Benefits
- Paid Vacation and Sick Time
- 11 Paid Holidays
- 401(k) with Company Match
- Medical, Dental, and Vision Benefits
- Flexible Spending Account (FSA)
- Disability Benefits
- Life Insurance, Critical Illness, Accident
- Employee Assistance Program (EAP)
- Tuition Reimbursement, Professional Development
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
