Job Opening: Call Center Manager - 14080-6181
- Company
- Bank OZK
- Location
- Little Rock, AR
- Posted on
- May 12, 2024
This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4198281
Position Description:\
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Job Purpose and Scope:\
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Responsible for providing guidance to and oversight of the call center
assistant manager(s) and call center support staff. Oversees that
day-to-day operations within the location are handled according to
established policy and procedure, ensures all calls are handled
effectively and performs quality assurance analysis of call center
activities.\
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Essential Job Functions:
- Oversees call center assistant manager(s) and support staff.
- Monitors day-to-day operations of call center location staff to
ensure calls and resolution of customer issues are handled according
to established policies and procedures.
- Performs quality assurance monitoring of call center activities.
- Tracks agent KPIs and prepares regular individual reviews to keep
agents on track.
- Creates and nurtures effective work relationships with supervised
staff in order to motivate, coach, and retain staff.
- Guides staff in effective customer service communication standards
and processes.
- Guides call center assistant manager(s) in effective leadership
practices.
- Organizes and plans implementation strategy provided by senior call
center management.
- Oversees and coaches staff in handling general customer complaints.
- Resolves complex and/or highly sensitive customer complaints.
- Coordinates staff scheduling to meet business needs.
- Tracks agent progress of weekly, monthly, quarterly and annual
objectives.
- Travels as required for business functions supported by the call
center staff.
- Works extended hours during the week and on weekends, as necessary.
- Regularly exercises discretion and judgment in the performance of
essential job functions.
- Maintain good punctuality and attendance to work.
- Follows Bank policy, procedures and guidelines.
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Knowledge, Skills & Abilities:
- Knowledge of call center best practices.
- Knowledge of online banking systems, card systems and imaging
system.
- Ability to communicate effectively on the telephone.
- Excellent verbal and written communication skills.
- Excellent customer service skills.
- Excellent problem-solving skills.
- Ability to work independently without close supervision.
- Ability to manage multiple tasks at one time.
- Ability to develop and motivate staff to achieve team goals.
- Ability to develop, interpret and provide staff guidance on bank
policies and procedures while maintaining strict confidentiality and
bank secrecy.
- Ability to work well in a fast paced environment with exacting
deadlines.
- Skill in using computer and Microsoft Office, including Word, Excel,
PowerPoint and Outlook.
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Equipment Used in Job Performance/Working Environment:
- Computer
- Multi-function device
- Telephone
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Major Job Demands (Physical/Mental):
- Decision-making
- Problem-solving
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Note: This description is not an exhaustive list of all job
functions, duties, skills and job standards required. Other job
functions, duties, skills, and standards may be added. Management
reserves the right to add or change the job requirements at any time.\
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Position Requirements:\
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Basic Qualifications:
- High school diploma or equivalent required; associate or bachelor
degree preferred.
- Minimum of four (4) years of work experience in a call center,
customer service or retail environment required.
- Minimum of one (1) year of supervisory experience required.
- Minimum of two (2) years of experience with Microsoft Word and Excel
required.
- Minimum of two (2) years\' experience working with core banking
software (e.g., Fiserv Premier) and t e applicable interfaces to a
core banking software platform preferred.
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Bank OZK is an equal opportunity employer and give consideration for
employment to qualified applicants without regard to race, color,
religion, sex, national origin, age, sexual orientation, gender
identity, disability status, protected veteran status, or any other
characteristic protected by federal, state, and local law. Member FDIC.\
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