Call Center Operations Manager

3 weeks ago


Baltimore, Maryland, United States Veritas Partners - Client Full time

Veritas Partners - Client is seeking a seasoned Call Center Manager to lead their Baltimore office. This role oversees 13 call center representatives and 1 team leader, working 8:30 to 5PM Monday through Friday.

The ideal candidate will have a strong background in retail/consumer banking products, including loans, deposits, checking/savings accounts, and CD's. Daily call volume is 300 (inbound and outbound).

Key Responsibilities:

Manage Call Center Operations: Supervise and train call center agents, ensuring accurate and satisfactory answers to customer queries.

De-escalate situations with dissatisfied customers, providing patient assistance and support.

Manage the Bank's Live Link Chat service.

Customer Communication and Support:

Call clients to inform them about new products, services, and policies.

Guide callers through troubleshooting and navigating the company's Retail Banking System.

Review client accounts, offering product recommendations.

Collaboration and Training:

Collaborate with other bank departments.

Assist in training new employees on service agreements.

Serve as a resource on new digital account processing.

Customer Service Excellence:

Ensure positive, courteous, and efficient interactions with customers, adhering to bank regulations.

Professionally respond to customer inquiries while maintaining confidentiality.

Regulatory Compliance:

Comply with all bank regulatory policies.

Conduct periodic training on policies outlined in the Compliance Training Manual.



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