Call Center Sales and Service Manager, Director 8/9/2016

Financial Servicesl Company Little Rock, AR

Company
Financial Servicesl Company
Job Classification
Full Time
Company Ref #
28653793
AJE Ref #
575827972
Location
Little Rock, AR
Job Type
Regular

JOB DESCRIPTION

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CALL CENTER SALES AND SERVICE MANAGER, DIRECTOR: IN AR

JOB DESCRIPTION
*Reporting to the Managing Director, you will be
*responsible for the delivery of customer service within prescribed service level commitments and the
*control of risk to the Bank by managing operations across multi-site, multi-touch point, multi-lingual, multi-skilled customer contact centers.
*providing outsourced call center services, both domestic and offshore.
*Ensure appropriate quality control measures are in place while maintaining high service standards.
*Responsible for carrying out departmental / divisional projects and strategic initiatives.
*Provide substantial input to the decisions which impact the strategies and direction of the division.
*Participate in and supply input to annual budget development, and accountable for expense control.
*Work closely with partners across the bank and the other support entities to directly support their strategies, priorities and special initiatives/projects in the telephone channel. Major responsibilities

CUSTOMER SERVICE
*Make independent decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience.
*Proactively reach out to partners via phone and site visits to develop working relationships and solicit feedback for service improvements and employee recognition.
*Partner with business units to implement key initiatives.
*Respond to escalated customer service issues, inquiries, and complaints and resolve complex issues.
*Ensure service levels and operational goals are met by promoting adherence to schedules, monitoring interactions, and coaching for excellence.
*Maintain a high level of expertise in all products, services, and channels clients use in order to provide excellent customer service.
*Consistently search for new customer service strategies and ways to enhance the customer experience through analysis, personal interaction, feedback, and satisfaction surveys.
*Implement strategies to improve client satisfaction scores.
*Manage outsourcer engagement and ensure contractual obligations are met.
*Monitor and manage outsource team for adherence to Union Bank policy/procedure and maintain client relationships and CSAT expectations.
*Responsible for the performance of several teams with multiple functions.
*Responsible for planning, conducting and directing the analysis of complex business problems to be solved.
*Provide expertise in developing or evaluating solutions that generate efficiencies and cost reductions for the department.
*Participate as a subject matter expert in the development of business requirements to support new systems, enhancements, new product implementation, and management of outsourcer with SME responsibilities for the vendor.
*Position carries approval authority for complex transactions with large dollar exposure

HUMAN CAPITAL
*Establish consistent performance standards and adherence to rigorous performance management program for Union Bank and outsourced employees.
*Enhance employee competency and effectiveness through training, coaching, and development plans. Develop annual salary/promotion plan for teams in conjunction with budget process.
*Responsible for vendor oversight of leadership team capabilities and agent performance.

RISK MANAGEMENT
*Responsible for oversight of adherence to contract terms, recruiting, training, management of KPI metrics, as well as the overall vendor risk management.
*Will work closely with senior leadership to execute the vendor management procedures and processes as it related to co-employment.
*Analyze vendor risk and work with Business Unit Executives to mitigate risks associated with outside vendors.
*Monitor implementation of the vendor management strategy, working across functions and business lines to develop collaboration and buy-in.

BENEFITS - FULL

Relocation Assistance Available - Yes
Commission Compensation - No Bonus
Eligible - Yes
Overtime Eligible - No
Interview Travel Reimbursed - Yes

CANDIDATE DETAILS
10+ to 15years experience Management ExperienceRequired -No Minimum Education - Bachelor's DegreeWillingness to Travel - Occasionally

ADDITIONAL DETAILS
Commercial Banking Job Category: Sales / Marketing - Sales & Sales Management
Hours Per Week: 40
Visa Candidate Considered: No
Job Type: Full-time
Required education:
*Bachelor's

REQUIRED EXPERIENCE:
*10+ to 15 years experience Management Experience: 10 years
*Sales & Sales Management: 10 years
*Call Center Management: 5 years
*Customer Services: 1year

Requirededucation:
*Bachelor's

Requiredexperience:
*call center management: 5 years
*supervisory experience: 10years

You have requested that Indeed ask candidates the following questions:

* Have you completed the following level of education: Bachelor's
* Do you have at least 5years of call center management experience
* Do you have at least 10years of supervisory experience