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.
Education Preferred Bachelors or better