Customer Care Manager Jobs

Job Summary:

A call center manager is responsible for managing the entire operations and staff at the Customer Care Center. Responsibilities will include managing and supervising the day to day operations and staffing of the call center, answering calls, ensuring customer service standards are met or exceeded by all call center employees and encouraging the cross selling of bank products and services as appropriate. The manager should be knowledgeable of bank products, policies and procedures and set the example for providing excellent telephone communication skills. Coaching, training and monitoring employees is an important part of the manager’s role. Ensuring prompt, friendly, warm and effective communication for each call is critical. The manager will perform annual performance evaluations for call center staff.

The Call Center provides assistance to employees and customers. This is not intended to be a complete list of duties. Additional duties could include help with other projects in various departments and future acquisitions/mergers and other duties as may be assigned.

• Bill Pay Help
• Mobile Banking and Mobile Deposit
• Online Banking Help
• General Account Help
• Password Resets
• Telephone Banking Help

Qualifications:

Education/Experience:

High school diploma or equivalent required. Experience in a call center or customer service environment preferred.

Supervisory Experience preferred

Knowledge/Skills/Ability:

• Knowledge of customer service principles and practices with an understanding of call center telephony and technology
• Proficient in data entry and typing skills
• Pays attention to detail and displays good organizational skills
• Self-motivated and able to work independently
• Good verbal and written communication skills, in addition to good listening skills
• Ability to multi-task in several computer applications while holding a conversation with a customer
• Proficient in relevant computer applications
• Enjoy working in a fast-paced environment while maintaining a professional attitude

Physical Demands:

Sitting for long periods of time

Telephone headset usage

Ability to lift up to 25 pounds