Bank Call Center Team Manager

Bank Call Center Team Manager
The Bank Call Center Team Manager oversees the daily activities of a small customer support team and provides direction on how to effectively improve their service quality, accomplish customer care goals and enhance relationships between the client and the contact center.

Key Responsibilities and Duties

• Establishes work procedures and processes that support organizational and contact center department standards, procedures and strategic initiatives.
• Ensures customer service calls are answered in a timely, efficient and knowledgeable manner.
• Organizes training programs for team members to improve their client services knowledge and overall service levels.
• Identifies system and workflow improvements to enhance the team's service quality and efficiency.
• Maintains and tracks client call performance data and compiles reports to inform senior management.
• Manages the performance of team members through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional customer service strategies and to foster team member engagement, motivation and development.

Educational Requirements

• No Advanced Degree Required Preferred

Minimum Qualifications

• 3+ years of experience managing a call center team within the banking or financial services industry

 

Preferred Qualifications

• 5+ years of leadership experience
• Experience as a lead or people manager in a contact center environment
• Experience working in a banking environment and knowledge of banking rules and regulations 
• Ability to actively coach junior members of the team
• Willing to research new policies and procedures
• Great communication skills with the ability to gracefully handle changing business needs
• Ability to work with multiple bank systems (IBS, Client Connect, etc.)

Role Specific Work Experience

• 3+ Years Required; 5+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
7PL

 

EverBank is an American diversified financial services company providing banking and investment services, primarily via a direct bank. It is based in Jacksonville, Florida. It is owned by funds managed by Stone Point Capital, Warburg Pincus, Reverence Capital Partners, Sixth Street Partners, and Bayview Asset Management as well as TIAA. It is on the list of largest banks in the United States.