Contact Center Manager

U.S. Bank • Remote, MN, MN

4d • $62,050 - $73,000 • Remote

About The Position

Responsible for managing customer service staff in receiving customer inquiries, investigating requests, answering questions and resolving problems. Maintains a high level of quality customer service. Maintains a current knowledge of products and services, develops processes or tools which improve the level of service provided and takes actions that ensure an efficient and professional customer service operation in dealing with both telephone and written communications with customers. Coaches all contact center personnel within site location and works with leadership and other managers to provide leadership and direction by communicating and carrying out departmental goals and vision. Ensures compliance to applicable internal policies and procedures; responds to internal audits and certifications. Participates in the development and enhancement of equipment and training procedures and programs which support products and services. Develops, implements and maintains new and revised department operating policies and procedures to increase quality of service and productivity. Implements and monitors tracking and performance monitoring mechanisms. Manages the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities, ensuring assigned operations area is adequately staffed and volume of work produced meets product/service standards and exceeds quality standards.

Requirements

• Bachelor's degree, or equivalent work experience
• Three to five years of relevant experience
• Strong customer service and problem-solving skills
• Advanced knowledge of operational functions, systems, policies and procedures of assigned area
• Basic understanding and practical application of applicable laws and regulations
• Effective leadership skills
• Strong verbal and written communication skills
• Working knowledge of computer applications used in area

Responsibilities

• Managing customer service staff in receiving customer inquiries, investigating requests, answering questions and resolving problems.
• Maintaining a high level of quality customer service.
• Maintaining a current knowledge of products and services.
• Developing processes or tools which improve the level of service provided.
• Taking actions that ensure an efficient and professional customer service operation in dealing with both telephone and written communications with customers.
• Coaching all contact center personnel within site location.
• Working with leadership and other managers to provide leadership and direction by communicating and carrying out departmental goals and vision.
• Ensuring compliance to applicable internal policies and procedures.
• Responding to internal audits and certifications.
• Participating in the development and enhancement of equipment and training procedures and programs which support products and services.
• Developing, implementing and maintaining new and revised department operating policies and procedures to increase quality of service and productivity.
• Implementing and monitoring tracking and performance monitoring mechanisms.
• Managing the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities.
• Ensuring assigned operations area is adequately staffed and volume of work produced meets product/service standards and exceeds quality standards.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager