Contact Center CSR Manager

🔥 0 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $66.6k - $78.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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U.S. Bank

WebsiteLinkedInAll Job Openings

10,000+ employees

🏦 Banking

💸 Finance

🛡️ Insurance

💰 $55M Post IPO debt on 2023-10

Banking • Finance • Insurance

U. S. Bank is a large, diversified commercial bank and financial services company. It operates retail and branch banking, corporate and commercial banking, lending and credit underwriting, wealth management, investment and asset management, and offers insurance and other financial products. The company serves consumer and business customers through physical branches, digital and contact-center channels, and maintains a multinational presence (locations in the United States, Canada, Europe and India). It is a Member FDIC institution and emphasizes customer-focused services, inclusion, and career development.

📋 Description

• Manage customer service staff handling customer inquiries, investigations, questions, and problem resolution • Maintain high-quality customer service and current knowledge of products and services • Develop processes and tools to improve service levels • Ensure efficient and professional customer service operations across telephone and written communications • Coach contact center personnel within the site location • Work with leadership and other managers to communicate and execute departmental goals and vision • Ensure compliance with internal policies and procedures • Respond to internal audits and certifications • Participate in developing and enhancing equipment and training procedures and programs • Develop, implement, and maintain department operating policies and procedures • Implement and monitor tracking and performance-monitoring mechanisms • Manage operations by planning and scheduling activities, staffing appropriately, and meeting volume and quality standards

🎯 Requirements

• Bachelor's degree, or equivalent work experience • Three to five years of relevant experience • Strong customer service and problem-solving skills • Advanced knowledge of operational functions, systems, policies and procedures of assigned area • Basic understanding and practical application of applicable laws and regulations • Effective leadership skills • Strong verbal and written communication skills • Working knowledge of computer applications used in area • Must comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies • Must be able to work Monday-Friday, 11am-7pm CST, rotating weekends (every 4th weekend all weekend), and bid for holidays

🏖️ Benefits

• Healthcare (medical, dental, vision) • Basic term and optional term life insurance • Short-term and long-term disability • Pregnancy disability and parental leave • 401(k) and employer-funded retirement plan • Paid vacation (from two to five weeks depending on salary grade and tenure) • Up to 11 paid holiday opportunities • Adoption assistance • Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law • Incentive and recognition programs • Equity stock purchase • 401(k) contribution and pension