Manager, Call Center

Trustmark

1d • $62,947 - $90,924

About The Position

Responsible for overseeing and guiding customer service operations within an organization. Ensures customer service teams deliver professional and exceptional support and maintain high levels of customer satisfaction. Promotes a productive and positive experience with customers to ensure high quality support. Responsible for driving continuous improvement initiatives. Handles escalated customer service issues as needed. Controls costs by managing staffing levels, adjusting as volume dictates. Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.

Requirements

• Bachelor's Degree with 2-4 years of related experience OR High School Diploma or GED with 4-6 years related experience.

Responsibilities

• Directs workflow and assists with analyzing workflow and recommends actions needed to meet current and future production/staffing needs.
• Monitors goals and service level agreements to ensure performance levels are met and recommends and owns action plans to ensure department meets and/or exceeds goals.
• Performs and reviews audits and reporting and ensure quality calibration across the team and implements appropriate next steps to achieve targets.
• Provide development plans for team and mentor individuals to progress in their skill and competencies.
• Handles escalated service issues, including outcomes of customer satisfaction surveys, which require an immediate response.
• Recommends improvements to overall processes resulting in improved customer experience and performance, including reviewing scorecards, metrics and other data sources to proactively take action.
• Responsible for interviewing and hiring of quality team members, conducts performance appraisals, and when necessary, implements performance improvement plans with expectations and timelines.
• Manage individual goals and coach to drive high performance culture. Develops, coaches and provides feedback to individuals. Implements progressive discipline processes.
• Manage multiple projects by assigning resources, working on timelines and implementing schedule to complete project timeline.

Benefits

• Health/dental/vision
• life insurance
• FSA and HSA
• 401(k) plan
• Employee Assistant Program
• Back-up Care for Children, Adults and Elders
• health and wellness initiatives
• Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.

What This Job Offers

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