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Customer Service Center Operations Manager

2 months ago

Hills, Iowa, United States Hills Bank Full time
Hills BankJob Title: Customer Contact Center Manager

SCHEDULE: Full-time; Monday through Friday with availability between (7:00 am-6:00 pm), and a Saturday morning rotation (8:00 am-12:00 pm)

LOCATION: [To be determined upon selection]

BENEFITS: Comprehensive benefits package available to all employees to promote their well-being and satisfaction. Experience a range of perks and opportunities for both personal and professional advancement.

ROLE OVERVIEW:

The Customer Contact Center Manager is essential in steering our commitment to delivering outstanding service to our clientele. This position involves managing the daily functions of the Contact Center, ensuring that customer requirements are fulfilled with exceptional service, precise information, and operational efficiency. The Manager will guide the team and collaborate to uphold strong leadership within the department.

KEY RESPONSIBILITIES:

Departmental Management/Team Development:

  • Oversee, direct, and manage the operations of the Contact Center to provide exemplary customer service.
  • Train and evaluate staff to ensure their knowledge aligns with the organization's standards.
  • Mentor team members to improve service quality and identify sales prospects.
  • Establish performance benchmarks, offer constructive feedback, and facilitate staff growth.
  • Engage in budget formulation and expense management initiatives.

Customer Service Excellence:

  • Assist in managing customer interactions and resolving complex issues effectively.
  • Uphold high standards of service quality and sales oversight.
  • Perform additional responsibilities within the Contact Center as required.

Additional Responsibilities:

  • Participate in relevant training sessions to maintain professional expertise and skills.
  • Complete any other assigned duties as necessary.

EDUCATION AND SPECIAL REQUIREMENTS:

  • At least 5 years of pertinent experience in customer service and supervisory roles.
  • Strong communication and computer proficiency are essential.
  • Willingness to work outside of standard business hours when necessary.
  • Comfortable in a conventional office setting.

EQUAL OPPORTUNITY EMPLOYER