Operations Administrator (55951)

First State Community Bank • Farmington, MO

61d

About The Position

First State Community Bank is seeking a detail oriented, leader with a strong work ethic for an Operations Administrator position. The Operations Administrator is responsible for daily operations, development and implementation of processes for meeting customer service level expectations. They also play an integral role to achieve key strategic direction of the First State Customer Care Center.

Requirements

• 3 to 5 years of experience in managing and coaching teams in a Call Center environment
• 3 to 5 years of proven Account Management or Customer Service success focused on shaping the customer experience, customer escalations, and retention practices
• Flexibility to work any hours/shift to support business needs, which includes evenings and weekends
• Excellent problem solving and negotiation skills
• Excellent organizational skills and attention to detail
• Strong leadership and supervisory skills
• Strong computer skills and knowledge of basic call center telephone technology
• Excellent communication skills; both verbal and written
• Proficiency in English

Nice To Haves

• Experience with Microsoft Suite, Cisco and Calabrio platforms (Preferred)

Responsibilities

• Responsible for development of Care Center Specialists through performance management of all identified Key Performance Indicators (KPIs)
• Regularly works with customer facing departments to create an omni-channel approach that is seamless to the customer experience
• Reports Care Center activities and relevant statistical information to First State leadership
• Assist with the development of call routing and staffing strategy to align Customer Care Center resources with First State goals
• Stays closely involved and becomes a master of all communication technology within the Care Center and organization
• Assists with the implementation of policies and procedures designed to drive efficiency and improve the experience of the Customer Care Center
• Assists team with daily questions regarding internal/external customer, departmental and organizational interactions
• Find opportunities to keep all team members educated on changing developments throughout the department and organization

Benefits

• Competitive pay and benefits package - with variable compensation program based on team performance
• 401k with generous employer match benefit
• Helpful, qualified, and available leadership
• A caring, stable work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees