Customer Solutions Center Manager

2 days ago

Merrillville, Indiana, United States Peoples Bank Full time
Job Title: Customer Solutions Center Manager

At Peoples Bank, we are seeking a highly skilled and experienced Customer Solutions Center Manager to lead our customer service team in delivering exceptional customer experiences. As a key member of our organization, you will be responsible for developing and executing strategies to optimize operations, enhance customer satisfaction, and meet performance metrics.

Key Responsibilities:
  • Lead a team of customer service representatives in a fast-paced contact center environment.
  • Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.
  • Provide ongoing mentoring of customer service representatives to improve performance and to achieve individual and team goals.
  • Establish and maintain quality assurance procedures to ensure consistency, accuracy, and provide exceptional customer service delivery.
  • Review and assess call interactions to ensure that customer service representatives maintain a high level of professionalism, customer service, and compliance with company standards.
  • Develop and implement training programs to ensure that team members are equipped with the knowledge and skills to effectively assist customers.
  • Handle escalated customer issues with professionalism and empathy.
  • Create and manage schedules to ensure proper coverage during peak call hours and adherence to break schedules.
  • Develop and execute long-term customer success strategy and roadmap.
  • Track and monitor metrics such as call volume, response times, and customer satisfaction score.
Requirements:
  • A bachelor's degree is preferred. High-school diploma or equivalent required.
  • A minimum of three years' experience in customer service, call center operations required.
  • Prior three years of banking or financial services strongly preferred.
  • At least three years' experience managing teams or departments within a contact center setting required.
  • Strong leadership abilities are essential.
  • A solid understanding of banking products, services, and operations is highly desirable.
  • Requires knowledge of various technologies used in call center operations.
About Us:

For over a century, Peoples Bank has served as a cornerstone of customer commitment, helping our communities thrive and continuously supporting our community members. We are proud to be a Finward Company, upholding a tradition of delivering top-notch performance to our valued residents.

We are driven by a passion for fostering success within our customer base and communities. Anchored in our core values of Stability, Integrity, Community, and Excellence, we are committed to building strong partnerships with our customers and communities to help them achieve financial success.

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