Customer Care Center Manager

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ESSENTIAL FUNCTIONS:

Oversee daily operations of the Customer Care Center by:

• Manges all aspects of Customer Care Center, including hiring, performance reviews, disciplinary actions, training, and recommendations to staffing model.
• Coach Customer Care Center staff through challenging customer service issues.
• Analyze Customer Care Center live data and make coverage availability adjustments as needed.
• Analyze call queues and ringdowns to ensure most effective handling of customer calls.
• Evaluate staff effectiveness and performance annually or on an at-need basis.
• Lead regular staff meetings to communicate important company information, address systemic training issues and train on new policies and procedures.
• Prepare and present dashboard performance reports for leadership.
• Work with CAO to develop monthly, quarterly, and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient telephone coverage.
• Work with CAO to prepare annual department budgets.

Oversee and perform Care Center Duties as needed:

• Direct and respond to customer requests.
• Advise customers on the use of available services.
• Recognize needs an opportunity to make effective referrals to Bank Professionals.

Assists in performing duties department security officer:

• Follow Bank's security program and provides training for employees.
• Perform security checks and reports to Bank Security Officer.
• Strict adherence to Bank Secrecy Act, USA Patriot Act, and Safeguarding Customer Information.

REQUIRED SKILLS/ABILITIES:

• Excellent verbal and written communication skills.
• Exceptional organizational skills and strong attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

SUPERVISORY RESPONSIBLITY:

This position supervises employees.

EDUCATION and EXPERIENCE:

• Bachelor's degree preferred. May substitute completion of Management Trainee Program

or five (5) years overall banking experience.

• Three (3) to Five (5) years supervisory training and expertise, leadership and interpersonal skills required.

PHYSICAL REQUIREMENTS:

• Ability to concentrate and perform responsibilities by maintaining a constant state of focus and mental alertness.
• Ability to lift up to 20 pounds (i.e., files).
• Ability to communicate in person, through email or via telephone with customers and staff members.
• Ability to sit or stand for an extended period.
• Specific vision abilities required by this job may include close vision and the ability to adjust focus.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)