Job description
This position manages the Customer Care Center including hiring and training new Care Center personnel and meeting call handling objectives. The position will be responsible for creating a positive workplace environment while also continually improving the customer experience and finding ways to optimize technology.
Other locations within the Bank's footprint may be considered. Presence in Canton will be expected as necessary.
Essential Duties:
- Manage and work with Department Supervisors and unit specialists to ensure the efficient day to day operations of the department
- Responsible for adequate staffing and scheduling of call center employees.
- Responsible for staff professional development including managing the interview and hiring process, performance evaluations and staff retention.
- Responds to customer complaints that need escalation beyond the Department Supervisors.
- Responsible for call management, ensuring the Care Center meets call handling & satification objectives
- Conduct effective resource planning to maximize the productivity of resources including people and technology and provide and extraordinary customer experience. Recommend new technology as needed to meet these objectives.
- Monitors effectiveness of call center activities (e.g., number of calls, responsiveness, missed calls, first call resolution and other performance KPIs) to ensure efficient operations. Utilizes analytical reports to identify trends and recommends changes in strategy and business to improve performance.
- Maintain proficient knowledge of, and demonstrate on-going compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, and internal controls, and meet all job-specific training requirements in a timely fashion.
Education/Training: Bachelor's degree in Business with emphasis on communications, finance or equivalent related experience normally required.
Skills: Excellent interpersonal skills, problem-solving, and leadership skills. Knowledge of performance valuation and customer service metrics. Outstanding oral and written communication skills including business letter writing skills and excellent PC skills are required. Leadership skills with a problem solvinging ability.
Experience: At least eight (8) years' experience in Call Center Management required including minimum of three (3) years supervisory experience. Experience in customer service is required. Managing Remote Staff and Sales Experience (or managing Sales Staff) preferred.
Physical Requirements:
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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