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Call Center Manager

Call Center Manager

Job ID 
2017-4576
# of Openings 
1
Job Locations 
US-PA-Langhorne
Posted Date 
9/15/2017
Category 
Customer Success

More information about this job

Overview

The successful candidate must be wildly passionate about providing our brand of focus and service to our customers, keeping teams throughout the bank informed on issues or direction we need to take, create strong teams, which includes working with various areas of the bank to ensure our policies and procedures support our ability to provide excellence in service.  This quality of service must also be balanced by staying within set budgets.  Our expected NPS is 65 or higher and zero regulatory complaints.

Responsibilities

  • Determines call center operational strategies by using cost/benefit analyses, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in call center by benchmarking state-of-the-art practices
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications

  • A related Bachelor degree and a minimum of five years leading financial service/retail banking customer care organizations.
  • Prior experience with Workforce Management System(s) required
  • Mastery of queue management
  • Experience with managing on and off shore partners
  • Proven track record of managing consumer call centers 
  • Proven proficiency in utilizing technology (workforce productivity software, skills based call routing, use of IVR and the Internet to reduce call volume, etc.) to improve call center operating effectiveness and efficiency.
  • Comfortable operating within an open culture team-oriented environment.
  • Able to be flexible, work under pressure, timely and responsive and organized.
  • Demonstrated ability to lead people and get results.
  • Strong empathy for customers AND passion for company growth
  • Deep understanding of value drivers in recurring revenue business models
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Valid passport with ability to travel to offshore locations
  • Up to 25% travel

 

About BankMobile:

Welcome to the banking revolution! Our mission is to make banking affordable, effortless, and financially empowering.  BankMobile, a division of Customers Bank, is the first mobile bank in the U.S. to offer a completely fee-free banking experience and uses innovative mobile technology to make banking enjoyable and seamless. The Bank is also committed to making each of its customers feel financially empowered through education (social media and blog content), access to a free financial coach and a personal banker. Through constant innovation, the establishment of the BankMobile Foundation, BankMobile is truly disrupting the banking space.

 

BankMobile, a division of Customers Bank, will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

 

BankMobile, a division of Customers Bank. Member FDIC - Equal Housing Lender - All Rights Reserved