Title: Call Center Manager

 

Department: Retail Operations

 

Reports To: Senior Vice President, Retail Operations

 

Supervise: Telephone Service Representatives

 

Job Classification: Exempt, Full-time

 

Location: Onsite Jackson, MS

 

 

The Call Center Manager is responsible for overseeing daily operations of the call center, including supervising Telephone Service Representatives, ensuring efficient handling of incoming and outgoing calls, and delivering exceptional customer service with timely resolution.   

 

 

Responsibilities:

 

Lead and support strengthening HOPE Initiative that values an organizational culture for open communication, innovation, associate engagement and other traits that contribute to collaboration and high performance.

Supervise, train and coach Telephone Service Representatives

Develop and implement comprehensive training programs.

Research and resolve complex member issues with professionalism and a high level of customer service, including de-escalation when necessary  

Monitor and respond to incoming and outgoing calls in a timely manner, (e.g., updating member accounts information, processing check requests)

Maintain strict confidentiality of member’s information

Ensure timely processing of incoming mail deposits and/or payments 

Develop and manage performance goals and metrics (e.g., call handling time, cross-selling of value-added products and/or services),

Ensure completion of compliance related courses and adherence to service level agreements

Monitoring and reviewing call center reports to call center quality improvements

Serve as liaison between the call center and other departments

Management and oversight of 3 party vendor relationships

Develop and implement strategic call center metric initiatives to drive enhanced member experience

Other duties as assigned

 

 

Qualifications:

 

Required

High School Diploma/GED

5 - 7 years leadership experience in a high-volume banking or credit union call center environment  

Proven expertise in handling escalated conflict resolution  

 Preferred

Bachelor’s degree in business or related discipline

Experience working with Cisco, Banno, Symitar, Synergy, and other related

 

Key Competencies & Skills:

 

Organizational Awareness - Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.

People development & Leadership - ability to assess skill strengths and weaknesses of individuals and teams in order to determine what actions are appropriate to build and/or improve the skills needed. Achieving results through people by successful objective setting, performance review, motivation, delegation, teambuilding, commitment gains, and empowerment.

Problem solving - Having the ability to identify problems and issues of varying issues of varying complexities and to find effective solutions with few guidelines.

Oral communication - Shaping and expressing ideas and information in an effective manner.

Results orientation - Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.

Strategic thinking & accountability - Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and the levels of authority involved. Proposes courses of action that further the objectives, priorities, and vision of the organization. Accepting responsibility results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization

 

Work Environment:

 

Employees spend most of the time in office environment, generally accessible to the public, customers, and potential customers by telephone.

Noise level in the work environment is usually moderate.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

 

Physical Demands:

 

Employees are regularly required to sit, stand and walk.

Employees will use hands to finger, handle or feel, reach with hands and arms, and talk or hear.

Employees must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

 

Comprehensive Benefits Package:

 

Paid Vacation and Sick Time

11 Paid Holidays

401(k) with Company Match

Medical, Dental, and Vision Benefits

Flexible Spending Account (FSA)

Disability Benefits

Life Insurance, Critical Illness, Accident

Employee Assistance Program (EAP)

 Tuition Reimbursement, Professional Development