Manager Call Center Team Jobs

Equivalent combination of education, training and management experience may be considered.

Call Center Management experience – required. Financial services industry experience – preferred.

Work with branch banking and support department management teams to research and resolve cross-department customer issues/concerns in a timely manner.

Actively manage robbery response activities within assigned center, and participates as a member of the Bank’s incident response team.

High School diploma or equivalent - required. Associate's Degree or higher in Business, Accounting and/or Finance -preferred.

Demonstrated ability to monitor and manage income and expense budget(s).

1+ of Previous management/leadership experience preferred

Actively manage phone agents productivity and adherence by using real time dashboard monitoring and provide coaching and support to agents.

Report to Manager any system outages, personnel issues or areas of concern in a timely manner.

High School Diploma required, advance certification a plus

Familiar with software such as Word, Excel, Web Browsers and Browser based web applications. Salesforce knowledge preferred

Accessibility to secure, quiet work space with high-speed internet to work remotely

Responsible for interviewing, hiring, HR administrative requirements, performance management process (PMP) etc.

3 years of management experience in a customer contact center or customer servicing industry

Experienced in leading relationship growth training.

Manage and communicate the implementation of all Corporate and Departmental policies, procedures, standards and guidelines.

Manage a minimum of 15-18 Contact Center Agents across all lines of business, including temp staffing for medium to large projects.

Support self-audits and other corporate audits to ensure compliance with regulatory requirements.