Call Center Manager - Solutions Delivery

Call Center Manager – Solutions Delivery

This Position Reports To: SVP, Director of Consumer Banking

We are seeking a highly motivated and experienced Call Center Manager to lead our team in transforming our Call Center into a Solutions Delivery Center. The ideal candidate will be responsible for ensuring exceptional customer experiences, aligning with our "Always Here" commitment to providing timely and effective solutions.

PRIMARY ACTIVITIES AND RESPONSIBILITIES:

Leadership and Team Management:

• Lead and inspire a team of Call Center agents towards a solutions-oriented approach.
• Foster a positive and collaborative work environment that promotes continuous improvement.
• Integrate our “Always Here” commitment into the team culture and service delivery model.

Strategy Development:

• Develop and implement strategies to transition the Call Center from a traditional model to a Solutions Delivery Center.
• Define clear objectives and key performance indicators aligned with the "Always Here" commitment.

Customer-Centric Approach:

• Drive a customer-centric culture focused on delivering effective and timely solutions.
• Implement processes to enhance the overall customer experience and satisfaction.

Training and Development:

• Design and execute comprehensive training programs for Call Center agents, emphasizing problem-solving skills and product knowledge.
• Provide ongoing coaching and development opportunities to enhance team capabilities.

Performance Metrics:

• Establish and monitor key metrics related to Solutions Delivery, including customer issue resolution rates and customer satisfaction scores.
• Utilize data-driven insights to continuously improve team performance and customer satisfaction.

Technology Integration:

• Oversee the integration of systems and knowledge base tools to enhance the efficiency of Solutions Delivery.
• Ensure agents have access to up-to-date information for effective issue resolution.

Continuous Improvement:

• Implement a continuous feedback loop, gathering insights from both customers and agents to identify areas for improvement.
• Drive initiatives to optimize processes and enhance overall Call Center performance.

MINIMUM REQUIREMENTS FOR POSITION:

• Proven experience in a Call Center environment with a focus on Solutions Delivery.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Demonstrated ability to drive cultural change towards a customer-centric approach.
• Familiarity with CRM systems and knowledge base tools.
• Bachelor's degree in a relevant field.
• Minimum of 3 years of experience in Call Center management or a related role.

If you are passionate about transforming traditional Call Center operations into a Solutions Delivery Center and are committed to ensuring we are "Always Here" for our customers, we invite you to apply and be a key player in our customer service evolution.

• Bachelors or better