Dividend - Operations Manager, Call Center

Fifth Third Bank•Cincinnati, OH

1d•Onsite

About The Position

Responsible for managing and coordinating activities of employees providing telephone customer support services. The Call Center Operations Manager will also be responsible for making any necessary changes in staffing based on the day of the week, sales promotion and other anticipated events. All employees are responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience. Operating within the Bank’s risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Requirements

Bachelor's Degree in related field or equivalent work experience
3+ years’ experience as a call center manager
Strong staff development skills and leadership ability
Outstanding organizational and time management skills
Excellent verbal and written communication skills
Strong customer service orientation
Team-oriented attitude
Strong relationship building skills both internally and externally
Demonstrates good knowledge of Microsoft Office, including Word, PowerPoint, and Excel

Responsibilities

Determine call center operational strategies by conducting needs assessments, defining user requirements, and establishing customer-service standards.
Develop call center systems by developing customer interaction and voice response systems, and voice networks; design user interfaces; develop and execute user acceptance test plans; planning and controlling implementations.
Maintain and improve call center operations by monitoring system performance, identifying and resolving problems.
Maintain equipment by evaluating and installing updates; develop preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepare call center performance reports.
Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Perform other duties as assigned.
Responsible for providing employees timely, candid and constructive feedback; developing employees to their full potential and providing challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.