Job Purpose and Scope:

Responsible for providing guidance to and oversight of the call center assistant manager(s) and call center support staff. Oversees that day-to-day operations within the location are handled according to established policy and procedure, ensures all calls are handled effectively and performs quality assurance analysis of call center activities.

Essential Job Functions:

Oversees call center assistant manager(s) and support staff.

Monitors day-to-day operations of call center location staff to ensure calls and resolution of customer issues are handled according to established policies and procedures.

Performs quality assurance monitoring of call center activities.

Tracks agent KPIs and prepares regular individual reviews to keep agents on track.

Creates and nurtures effective work relationships with supervised staff in order to motivate, coach, and retain staff.

Guides staff in effective customer service communication standards and processes.

Guides call center assistant manager(s) in effective leadership practices.

Organizes and plans implementation strategy provided by senior call center management.

Oversees and coaches staff in handling general customer complaints.

Resolves complex and/or highly sensitive customer complaints.

Coordinates staff scheduling to meet business needs.

Tracks agent progress of weekly, monthly, quarterly and annual objectives.

Travels as required for business functions supported by the call center staff.

Works extended hours during the week and on weekends, as necessary.

Regularly exercises discretion and judgment in the performance of essential job functions.

Maintain good punctuality and attendance to work.

Follows Bank policy, procedures and guidelines.

Knowledge, Skills & Abilities:

Knowledge of call center best practices.

Knowledge of online banking systems, card systems and imaging system.

Ability to communicate effectively on the telephone.

Excellent verbal and written communication skills.

Excellent customer service skills.

Excellent problem-solving skills.

Ability to work independently without close supervision.

Ability to manage multiple tasks at one time.

Ability to develop and motivate staff to achieve team goals.

Ability to develop, interpret and provide staff guidance on bank policies and procedures while maintaining strict confidentiality and bank secrecy.

Ability to work well in a fast paced environment with exacting deadlines.

Skill in using computer and Microsoft Office, including Word, Excel, PowerPoint and Outlook.

Equipment Used in Job Performance/Working Environment:

Computer

Multi-function device

Telephone

Major Job Demands (Physical/Mental):

Decision-making

Problem-solving

Note: This description is not an exhaustive list of all job functions, duties, skills and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.