Call Center Manager

A bit about us :

We are a well-established financial institution known for bettering our community and the Chicagoland area.

Why join us?

We offer full benefits, discounted financial services, education assistance, volunteer hours and the opportunity to give back to the community.

Job Details

We are seeking a dynamic and experienced Call Center Manager to join our reputable financial institution. This role is ideal for someone who thrives in a fast-paced environment and has a passion for delivering excellent customer service.

The successful candidate will be responsible for overseeing our call center team, ensuring that our team delivers first-class service to all our clients, and meeting our business objectives.

Responsibilities :

As a Call Center Manager, you will be tasked with the following responsibilities :

1. Leading and inspiring a high-performing call center team to deliver exceptional customer service.

2. Developing and implementing call center strategies that align with our company’s goals.

3. Monitoring and analyzing call center performance, and producing reports for senior management.

4. Ensuring that the call center operates efficiently and effectively, meeting or exceeding all performance targets.

5. Implementing processes to improve productivity, performance, and customer satisfaction.

6. Handling escalated customer service issues.

7. Recruiting, training, and supporting call center agents and supervisors.

8. Collaborating with other departments to ensure seamless business execution, reinforce positive morale, and uphold company values.

9. Ensuring compliance with all relevant regulations, policies, and procedures.

Qualifications :

To be considered for this role, you will need to meet the following qualifications :

1. A minimum of 3 years of experience in a call center environment, preferably in the banking or financial services industry.

2. Proven experience as a call center manager or similar managerial position.

3. Exceptional understanding of call center metrics and performance standards.

4. Strong leadership skills and the ability to inspire and motivate a team.

5. Excellent communication and interpersonal skills.

6. Strong problem-solving skills and the ability to make critical decisions under pressure.

7. Proficient in relevant computer applications and call center systems.

8. Experience in customer relationship management (CRM).

9. Knowledge of performance evaluation and customer service metrics.

10. Sound judgement and decision-making abilities.

11. Excellent organizational and time-management skills.

Join us and play a crucial role in maintaining our reputation for outstanding customer service. If you are a dedicated professional with a passion for leadership and customer service, we would love to hear from you.