Customer Care Manager/Remote within 50 miles of Winter Haven, FL or Homestead, FL
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About The Position
Responsible for the daily management of the Customer Care Center. Responsible for identifying process and performance improvements, efficiencies for the customer and for leading/developing a team who deliver customer interactions across multiple channels. Leads the team to meet established goals for service, queue (wait time/abandonment), productivity, and quality of work metrics. Responsible for the execution of and the maintaining of successful goals for the success of the team in a rapidly changing environment. Accountable for achieving efficiencies and cost control through appropriate staffing, efficient work procedures/processes and adherence to established budget. Effectively plan, organize and evaluate staff and processes to solve business issues and to develop solution-oriented recommendations. Ensures that all manuals and procedures are kept current: Ensures staff members are kept abreast on all changes to bank policies, procedures, federal and state regulations: May assist with special initiatives or projects; supports other areas within Customer Care as needed. Ensures compliance with South State Banks Code of Business Conduct and Ethics and other operating procedures.
