Call Center Operations Manager - Finance Industry

EXL•Hartford, CT

4d•$65,000 - $70,000•Onsite

About The Position

We are seeking a dedicated and experienced Customer Service Inbound Call Center Operations Manager to lead our team of customer service representatives in the Transfer Agency department. In this role, you will be responsible for overseeing a team of up to 4 call center team leads, ensuring high-quality service delivery and compliance with industry standards. This position requires strong leadership skills, a deep understanding of Call Center Operations management and a commitment to fostering a positive work environment. Experience mentoring and managing financial services inbound call centers is a plus

Requirements

Minimum of 3 years of experience working in a call center customer service department, with at least 1 year in a supervisory role – preferably as part of a Financial Services and/or Banking company
Strong understanding of banking operations, particularly in transfer-related services.
Excellent communication and interpersonal skills, with the ability to foster a positive team environment.
Proficient in call center technologies and software; experience with CRM systems is a plus.
Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
Ability to work independently and manage multiple priorities in a fast-paced environment.

Nice To Haves

Experience mentoring and managing financial services inbound call centers is a plus

Responsibilities

Manage a team of 5-10 Transfer Agency Asst Managers, managing a team with ~15 FTE.
Promote a highly collaborative environment with positive work where team members are respected and supported, creating an atmosphere that values and prioritizes client needs, ensuring prompt and accurate inquiry resolutions where clients feel valued.
Proactive provide value-add to the business by understanding and telling the story behind the numbers through analysis and insights.
Results-driven leadership experience on day-to-day operations and can successfully support multiple initiatives simultaneously as a key contributing member of a high performing organization.
Powerful communication skills to articulate clearly and confidently on complex processes in a way that would be easily understood.
Effective root cause analysis and analytics with superior attention to detail to supplement coaching methodologies to drive results to key metrices.
Handle complex escalations where engagement of multiple areas is required.
Forecast and manage staffing levels and capacities achieving target shrinkage targets, absenteeism, and attrition.
Work with Workforce Management, Helpdesk, Quality Team, Business Intelligence, and other internal groups to successfully drive service delivery.
Identify trends that will lead to improvement opportunities, including but not limited to developing and maintaining training materials creating best in class practices that are compliant to regulations, efficient, and reduce customer friction points.
Apply knowledge of the end-to-end processes and ensure adherence to bank and regulatory policies and procedures when making decisions that impact various operations and products.
Ability to directly address conflicts and escalate issues where appropriate, including managing difficult conversations with team members.
Evaluate efficiencies and identify areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness.
Align company priorities and strategies to employee metrics and goals, evaluate employee performance and progress, and strive to recognize, encourage, and improve team performance to support organizational business targets, supporting inclusive work environments.
Strong problem-solving aptitude and idea generation, with the ability to from conceptualization to execution of action plans.
Stay informed about market trends, regulatory changes, and industry developments relevant to investment banking operations
Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.