U.S. Bank Customer Service Center Operations Manager

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Job Description The Position: We’re seeking a leader with a passion for coaching and developing a team of skilled front-line leaders, driving engagement through effective communication, and providing exceptional customer service to our people and customers. Your day-to-day responsibilities also include supporting contact center front-line leaders to ensure they have the appropriate knowledge and resources to fully serve the bankers on their teams. Must be skilled at providing coaching, accountability, and focusing on maintaining a culture that is supportive and allows each person to deliver their best work. In addition to your own team, you will also indirectly manage other leaders in the physical and virtual site locations by partnering with Site Directors to provide leadership, communication, and carrying out department goals, vision, and strategy. As an Operations Manager you are responsible to support and grow your team of people leaders and bankers. Key Responsibilities include: Coaching, developing, and training a team of front-line leaders, contact center phone bankers, which includes the scheduling of regular feedback sessions, side-by-side performance observations, and frequent behavioral and performance reviews Engaging all employees to ensure the work produced meets product/service standards and exceeds customer expectations Collaborating with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Following up with resolution of problems to ensure timely response and customer service May provide reports to keep senior management informed of operations activities; makes formal presentations to peers and conducts regular staff meetings Take ownership of driving key initiatives, process improvements and meeting department goals Ensure our one U.S. Bank and customer focuses remain forefront in our actions, processes, and department results Why Should You Apply: You’re passionate about leadership, customer experience and want to make a difference in people’s lives Hands on training provided to set you up for success Being part of a collaborative team, providing ideas for process improvement and innovation excites you You’ll have the opportunity to interact with customers and build loyalty Competitive wages and performance-based annual bonus opportunity Comprehensive benefits package Basic Qualifications Bachelor's degree, or equivalent work experience Eight to ten years of operations-related experience Contact Center or Call Center Experience is a must Preferred Skills/Experience Leadership & Management Skills Ability to lead a team and collaborate with peers to achieve greater results within a contact center environment Passion for customer service and people Well-developed problem-solving and negotiation skills Ability to manage multiple tasks/projects and deadlines simultaneously Proven leadership and management skills with the ability to manage diverse skills, backgrounds and personalities in a customer service and virtual environment Broad understanding and practical application of applicable laws and regulations Excellent interpersonal, verbal, and written communication skills Technical Skills Proficient computer navigation skills using a variety of software packages including Microsoft Office applications and the ability to coach others especially in a remote environment Ability to learn and identify an opportunity to use Digital products/services Advanced knowledge of operational functions, systems, policies and procedures of assigned area Ability to manage multiple tasks/projects and deadlines simultaneously Hours are Monday - Friday 11:00 AM - 8:00 PM PST If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants. Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family. Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com. EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster. E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program. Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.