Contact Center Manager

🔥 0 minutes ago

🌵 Arizona, North Carolina, +4 more states – Remote

🌵 Arizona – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🧀 Wisconsin – Remote

💵 $66.6k - $78.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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U.S. Bank

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1863

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

U. S. Bank is a major financial services institution headquartered in the United States, providing a wide range of banking and financial products to individuals and businesses. The bank offers services in retail banking, corporate banking, wealth management, credit underwriting, and investment management. With a commitment to diversity, equity, and inclusion, U. S. Bank emphasizes the importance of culture and values, offering career growth opportunities and supporting the health and wellness of its employees. U. S. Bank engages with communities and provides educational resources to enhance financial literacy. As a member of the FDIC, it ensures the security of its deposit products, although investment and insurance products are not FDIC insured and may lose value.

📋 Description

• Manage customer service staff receiving customer inquiries, investigating requests, answering questions and resolving problems • Maintain a high level of quality customer service • Maintain current knowledge of products and services • Develop processes or tools that improve service levels • Ensure efficient and professional customer service operations across telephone and written communications • Coach all contact center personnel within the site location • Work with leadership and other managers to communicate and carry out departmental goals and vision • Ensure compliance with applicable 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 to increase service quality and productivity • Implement and monitor tracking and performance-monitoring mechanisms • Manage operations activities for assigned functional areas or regions • Plan and schedule departmental activities • Ensure adequate staffing and that work volume meets product/service standards and exceeds 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 • Ability to work Monday–Friday, 11am–7pm CST • Ability to work rotating weekends (every 4th weekend all weekend) • Ability to bid for holidays • Must comply with U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct and related workplace conduct and safety policies • Applicants must meet applicable employment eligibility verification requirements

🏖️ 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