Call Center Operations Manager

**Job Summary**:
The Call Center Manager will oversee the operations for the entire call center, under the direction and in partnership with the Consumer Banking division. In addition to managing day to day operations, the manager will be accountable for team performance goals, and the execution of all support processes and procedures, in accordance with regulatory guidelines and performance expectations.

**Duties/Responsibilities**:

- Establish and maintain a customer first service culture.
- Coach, train and develop a team of Supervisors and operational leads.
- Ensure compliance with guidelines, regulatory requirements, policies, and procedures.
- Optimize workflows and contact handling procedures, to improve the efficiency and productivity standards of frontline support teams.
- Analyze Customer Support KPIs, to ensure SLA standards for interaction and case handling are met.
- Support with recruitment, interviewing, onboarding and training of personnel to maintain high customer service standards.
- Involved in strategic discussions with internal team.
- Created WBR, MBR, QBR decks and facilitates meetings.
- Supports rollout and execution of company directives, initiatives and process updates.
- Attends weekly meetings: calibration sessions, weekly strategy meeting, WBR.
- Facilitates internal meetings to maximize execution (weekly huddles).

**Required Skills/Abilities**:

- Excellent communication skills.
- Advanced coaching and leadership abilities.
- Proficient Microsoft Office Suite or related software.
- Bi-lingual with exceptional English language and writing skills.
- Ability to manage escalated situations - superior problem solving and negotiation skills
- Maintain customer and team member confidentiality - good interpersonal and active listening skills
- Organizational skills, attention to detail and strong ability to multitask are essential

**Education and Experience**:

- Bachelor's degree required.
- 1-3 year banking experience required
- 5+ years call center leadership experience.

Tipo de puesto: Tiempo completo

Salario: $9,000.00 - $10,000.00 a la semana

Horario:

- Diurno
- Turno de 8 horas

Pregunta(s) de postulación:

- ¿Cuántos años de experiência tienes como Operations Manager?
- ¿Cual es tu grado de escolaridad mas alto?

Educación:

- Bachillerato terminado (Deseable)

Idioma:

- Inglés (Deseable)

Lugar de trabajo: In person