What are the responsibilities and job description for the Call Center Manger - ON SITE position at Southwest Bank?
Position Summary:
Responsible for supervision of daily operations and staff aiming for maximum efficiency and cost-effectiveness. Ensure technology is utilized to a maximum and that staff are well-organized and productive.
Essential Duties and Responsibilities:
- Develop objectives for Call Center’s day-to-day activities
- Conduct effective resource planning to maximize productivity of resources
- Collect and analyze statistics
- Hire, coach and provide training to staff to maintain high customer service standards
- Monitor and improve telephone handling and other procedures
- Participates in call handling if necessary
- Handles escalated customer calls
- Evaluate performance with key metrics (accuracy, call waiting time, etc.)
- Prepare reports for departments and/or senior management
- Adherence to all policies and procedures of the Bank including BSA/AML
- Any and all duties as requested by management
- High school diploma or equivalent; higher degree in relevant discipline a plus
- Minimum of 3 years’ experience as a Call Center Manager or similar position
- Experience in Customer Service
- Proficient in MS and Call Center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with problem-solving ability
- Experience with Jack Henry and RingCentral preferred
