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Position Title:  Call Center Manager

Reports To:    Vice President of Customer Service Operations

General Purpose:  Oversee the daily operations of the Bank's Call Center including coaching and development of the Bank's Call Center team to deliver an exceptional customer experience via the Bank's phone and other electronic communication channels. 

Responsibilities:

• Responsible for establishing and monitoring customer satisfaction levels and other performance metrics. 
• Ensures that the Bank delivers consistent service levels through hiring, scheduling, analysis reporting and monitoring of call levels and Call Center staff performance.  

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``` - Coaches the team to capitalize on cross-selling opportunities, and the process of referring customers to other areas of the bank to deepen customer relationships and strengthen internal partnerships.

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``` - Manages, coaches, trains, and supports Call Center team members in the performance of customer service goals, technology, and policies. - Coordinates efforts with Call Center staff and other departments to resolve customer issues.   - Develops and administers specific Call Center internal policies and procedures.  - Acts as a liaison between various departments to assure the Call Center staff has the appropriate policies and procedures to provide professional and knowledgeable service to our customers. - Participates in special assignments and projects to support strategic initiatives. - Assists in Call Center phone rotation and handles escalated customer calls as necessary to ensure customer satisfaction and resolution.

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``` - Other duties as assigned.

Qualifications:

Education/Experience:

• Bachelor's Degree or equivalent required.
• Minimum of five years' experience in the financial services industry required.
• Three (3+) years of call center and customer service / sales experience required.
• Three (3+) years of supervisory experience required; financial services leadership preferred.

Skills

• Strong written and verbal communication skills with a demonstrated ability to communicate effectively with internal and external customers through many delivery channels. 
• Strong organizational, time management and problem-solving skills. 
• Ability to lead, train and motivate a team to meet department objectives.
• Demonstrated analytical and decision-making skills.
• Proficient knowledge of call center and Microsoft Office software.
• Demonstrated ability to cross-sell bank products and services.
• Strong attention to detail.
• Positive and enthusiastic attitude.

Isabella Bank is an AA/EEO employer.