Call Center Manager

Matthew Proserv

**** ***** ******, *******, ***** 77002

Mobile: 832-***-**** Email: ***********@*******.***

Call Center Operations Manager

This is a test resume. It has an exciting opportunity for a Call Center Operations Manager in our Operations Center! The Call Center Operations Manager is responsible for overall management of sales, service and referral activities within Customer Care. The incumbent manages activities of Customer Service Representatives to meet department goals through customer referrals while fulfilling service requests and transactions accurately and timely. Oversees the service and referral activities of staff to ensure their activities abide by the company’s policies and procedures and regulatory compliance mandates.

Responsibilities will include and are not limited to the following:

Directly supervises employees while overseeing assigned function(s). Carries out supervisory responsibilities in accordance with the policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; managing and appraising performance; coaching and development; addressing complaints and resolving problems.

Manages initiatives within Customer Care to ensure quality service and referral goals are met or exceeded. Sets and communicates clear goals while driving for results and creating a high-performing workforce.

Provides leadership, on-going performance feedback and training for employees, to build and maintain a collaborative support and service oriented environment. Fully supports the cultural practices of the Bank within Customer Care. Oversees training and development of staff to meet referral and service expectations.

Develops and enhances referrals and service levels through effective management of communications. Oversees and monitors interactions with customers to ensure quality and compliance requirements are met. Interacts with customers courteously and professionally to resolve issues and deal with more complex financial needs as required.

Assesses staff performance on current practices and new technology to ensure optimal call routing and handling is achieved. Analyzes team performance and trending to hit key performance indicators for each team member.

Responsible for timely communications and training related to any changes to product, pricing, procedure, and/or campaign to ensure quality implementation and compliance. Conducts regular staff meetings and uses other channels for effective communication.

Works independently on complex issues and projects. Analyzes data for adherence to budget, goals, and other financial targets. Controls and ensures operations are within budget and maintains approved expenditure levels.

Serves as primary functional contact with other internal departments, and interfaces with business units on behalf of Customer Care.

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