Call Center Operations Manager

2 days ago


Baltimore, Maryland, United States Veritas Partners Full time
Job Title: Call Center Manager

Veritas Partners is seeking a highly skilled Call Center Manager to lead our team in the Baltimore office.

Job Summary:

The Call Center Manager will oversee a team of 13 call center representatives and 1 team leader, responsible for delivering exceptional customer service and driving business results.

Key Responsibilities:
  • Manage Call Center Operations: Supervise and train call center agents, ensuring they provide accurate and satisfactory answers to customer queries.
  • Customer Communication and Support: Collaborate with other bank departments to deliver excellent customer service, including responding to customer inquiries, resolving issues, and providing product recommendations.
  • Collaboration and Training: Assist in training new employees on service agreements, digital account processing, and bank products and services.
  • Regulatory Compliance: Ensure compliance with all bank regulatory policies, conducting periodic training on policies outlined in the Compliance Training Manual.
Requirements:
  • Bachelor's degree preferred.
  • Minimum of two years of related branch-banking or customer service experience.
  • Minimum of five years of call center experience.
  • Minimum of two years managing a team in a Call Center environment.
  • Effective written and verbal communication skills.
  • Excellent active listening, interpersonal, and rapport-building skills.


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