Operations Call Center Site Manager

Are you interested in managing a call center that is transitioning to a virtual environment? We are seeking a dedicated Operations Manager to lead and manage a dynamic, highly motivated team at our Springfield, MO site. Initially, this role will be on-site, with plans to transition to a fully virtual call center in 2026. 

As an Operations Site Manager in the Consumer and Community Banking Operations Call Center team, you will demonstrate a strong understanding of client success management, balancing your focus on driving business results while offering options and finding solutions to motivate and support your team and help our customers.

Job responsibilities:

• Demonstrate organizational skills and understanding of the challenges of working in both on-site and virtual environments, overseeing a team that will transition to 100% home-based employees by 2026.
• Manage, develop, coach, and motivate front-line managers.
• Drive as a leader with demonstrated ability to proactively drive, manage, and enhance an operations team.
• Ensure that a high professional standard is achieved, and monthly targets and  Key Performance Indicators (KPIs) targets are met by all scorecard-based employees.
• Ensure targets are delivered through people management, performance review, reward, and individual recognition.
• Determine individual coaching strategies and training needs by listening to client success calls daily and developing a strategy that fits the individual client success employee but remains consistent with our standard processes and procedures.
• Prepare, update, and deliver ongoing training modules to further client success employees’ education and correct mistakes.
• Oversee scheduled performance reviews for client success employees to assure they have a strong understanding of their strengths and areas of improvement.
• Identify ways to support inclusion and diversity and deliver exceptional business results.
• Partner effectively with various business stakeholders and support partners (i.e., HR, Workforce Management, Performance Excellence, Service Strategy).
• Lead the team through adoption of new tools and technology with emphasis on change management skills.

Required Qualifications, Capabilities, and Skills:

• High School diploma/GED required.
• 10 years of leadership experience in at least one of the following fields: branch banking, home lending, community development, service operations, or small business.
• 5 years of call center experience.
• Home location must reside within the Springfield, MO area where your staff will be located.
• 5 years of customer interaction or customer support experience, either by phone or face-to-face.
• Able to be on-site at a JP Morgan Chase work location then transition in the future to have a safe and noise-free work environment in your residence.
• Must be willing to work in an environment that requires 100% phone-based customer interaction.
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment.
• Ability to travel up to 25% of the time.

Preferred Qualifications, Capabilities, and Skills:

• Bachelor’s Degree Preferred.

This role does not offer visa sponsorship.

This position will begin as an on-site/hybrid role at our Springfield, MO location, with plans to transition to a fully virtual call center in 2026. Candidates should be prepared for this transition and have the flexibility to adapt to a virtual work environment.