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Call Center Operations Director
1 month ago
We are seeking a highly skilled and experienced Call Center Director to lead our Customer Care Center team. As a key member of our organization, you will be responsible for spearheading the strategic planning and execution of market-leading call center operations, leveraging advanced technologies to enhance customer servicing, and ensuring our CCC remains at the forefront of industry innovation.
Key Responsibilities- Develop and implement effective internal and external Quality Assurance (QA) programs to foster continuous improvement and exceed Service Level Agreement (SLA) performance.
- Lead and inspire a high-performing team through effective workforce planning, recruiting, coaching, and training, fostering a culture of excellence with a commitment to staff development, employee engagement, and service knowledge.
- Develop and maintain an effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.
- Ensure compliance with regulatory requirements and Park's risk management principles by proactively identifying risks and implementing mitigating controls.
- Maintain awareness of and adherence to Bank's compliance requirements and risk management concepts, expectations, policies, and procedures and apply them to daily tasks.
- Deliver a consistent, high level of service within our Serving More standards.
- Strategic Planning and Decision Making
- Demonstrated ability to champion change
- Connects organization to Industry and Community
- Set and Convey Vision and Strategy
- Innovation and Creativity
- Results-oriented
- Leadership/Management Skills
- Ability to build collaborative relationships
- Ability to influence others
- Ability to develop or mentor others
- Values and seeks out diversity, equity, and inclusion
- Demonstrated empathy and respect for colleagues
- Demonstrated active listening ability
- Demonstrated ability to deliver clearly defined expectations
- Demonstrated ethics and integrity
- Demonstrated drive and purpose
- Demonstrated capacity to learn
- Demonstrated adaptability
Travel between Customer Care Center call center locations in Newark, Ohio, and Mt. Vernon, Ohio, is to be expected.
Physical RequirementsThis position must be able to remain in a stationary position 75% of the time, constantly operate a computer, and be able to be in constant communication with customers and coworkers to discuss and observe account information in order to exchange accurate information.
Additional InformationThe Customer Care Center is open 7:00 AM - 7:00 PM, Monday-Saturday. Performing duties beyond traditional bank business hours is required. May require evenings, in addition to weekend hours, and includes selected bank-observed holidays. A Flexible Work Arrangement is available for this role. Scheduled onsite hours required.
