Job Description

Objective

The Call Center Service Manager is responsible for the direction and administration of the Call Center operations to ensure service levels are maintained, policies and procedures are followed, and that support for staff coaching and development occurs. Provides a full range of services to account holders and prospective customers. Ensures branch goals and service levels are achieved via individual call production.

Duties and Responsibilities

·         Assumes responsibility for the day-to-day operations of the Call Center Services team:

a)    Coordinate, supervise and effectively schedule the Call Center Services staff and their daily activities in servicing the membership

b)    Monitors and drives service associate’s productivity and availability

c)    Completes necessary audits of reports to drive appropriate Service Associate performance and compliance to policies

d)    Identify process and procedure items that need addressed or improved and partner with appropriate parties internally to address and implement.

e)    Provides coaching and development as it relates to member care performance and cross-selling financial products and services, including promoting self-service options

f)     Completes required reports and records and ensures that Call Center Branch functions are properly documented

g)    Implements and communicates changes to established policy and procedures within the Call Center

h)    Oversees overflow call center management inclusive of appropriate scripting and communication to ensure member care is achieved

i)     Leads by example in displaying and effectively communicating overall member care philosophy

j)     Partners with Call Canter Sales Manager to provide support for Call Center Branch Sales Associates including escalations and service function education and training

 ·         Establish performance standards for positions within the department, monitor performance and provide feedback to employees

·         Assumes responsibility for establishing and maintaining effective coaching and development of Call Center Branch Services Representatives:

a)    Oversees the tracking of individual progress; writes and delivers performance appraisals; formulates and implements development plans to grow team strengths

b)    Conduct regular performance appraisals (semi-annually and annually)

c)    Plan and conduct regular department meetings

d)    Regularly assess training needs of department employees and schedule additional education as needed

e)    Recognize and reward employees for achievement

f)      Provides assistance, direction, and supervision as needed for C all Center Branch associates

g)    Guides the Lead Call Center Service Representatives with quality initiatives to drive associate and member care and overall queue management of member interactions