Customer Care Center Manager Job at Community Bank System, Inc.
Overview:
This position manages the Customer Care Center including hiring and training new Care Center personnel and meeting call handling objectives. The position will be responsible for creating a positive workplace environment while also continually improving the customer experience and finding ways to optimize technology.
Other locations within the Bank's footprint may be considered. Presence in Canton will be expected as necessary.
Essential Duties:
Education/Training: Bachelor's degree in Business with emphasis on communications, finance or equivalent related experience normally required.
Skills: Excellent interpersonal skills, problem-solving, and leadership skills. Knowledge of performance valuation and customer service metrics. Outstanding oral and written communication skills including business letter writing skills and excellent PC skills are required. Leadership skills with a problem solvinging ability.
Experience: At least eight (8) years' experience in Call Center Management required including minimum of three (3) years supervisory experience. Experience in customer service is required. Managing Remote Staff and Sales Experience (or managing Sales Staff) preferred. Other Job Information:
Physical Requirements:
At Community Bank System, Inc. (CBSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 230 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer wealth management, investment management, insurance and risk management, and benefit plan administration.
Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.
To ensure our people can enjoy long and successful careers here at CBSI, we offer competitive compensation, good benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.
Responsibilities:
General Responsibilities:
This position manages the Customer Care Center including hiring and training new Care Center personnel and meeting call handling objectives. The position will be responsible for creating a positive workplace environment while also continually improving the customer experience and finding ways to optimize technology.
Other locations within the Bank's footprint may be considered. Presence in Canton will be expected as necessary.
Essential Duties:
- Manage and work with Department Supervisors and unit specialists to ensure the efficient day to day operations of the department
- Responsible for adequate staffing and scheduling of call center employees.
- Responsible for staff professional development including managing the interview and hiring process, performance evaluations and staff retention.
- Responds to customer complaints that need escalation beyond the Department Supervisors.
- Responsible for call management, ensuring the Care Center meets call handling & satification objectives
- Conduct effective resource planning to maximize the productivity of resources including people and technology and provide and extraordinary customer experience. Recommend new technology as needed to meet these objectives.
- Monitors effectiveness of call center activities (e.g., number of calls, responsiveness, missed calls, first call resolution and other performance KPIs) to ensure efficient operations. Utilizes analytical reports to identify trends and recommends changes in strategy and business to improve performance.
- Maintain proficient knowledge of, and demonstrate on-going compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, and internal controls, and meet all job-specific training requirements in a timely fashion.
Basic
Qualifications:
Education/Training: Bachelor's degree in Business with emphasis on communications, finance or equivalent related experience normally required.
Skills: Excellent interpersonal skills, problem-solving, and leadership skills. Knowledge of performance valuation and customer service metrics. Outstanding oral and written communication skills including business letter writing skills and excellent PC skills are required. Leadership skills with a problem solvinging ability.
Experience: At least eight (8) years' experience in Call Center Management required including minimum of three (3) years supervisory experience. Experience in customer service is required. Managing Remote Staff and Sales Experience (or managing Sales Staff) preferred.
Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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