Call Center Manager

Job Summary The Customer Solutions Center Manager leads and manages a team of customer service representatives within a contact center that supports digital banking, treasury management, general banking inquiries, and the digital branch. The role develops and executes strategies to optimize operations, enhance customer satisfaction, and meet performance metrics such as customer satisfaction, net promoter score, and call response times. The manager provides continuous coaching, handles escalated inquiries, fosters a positive work environment, oversees training programs, ensures quality assurance, and collaborates with other departments to address customer issues promptly. Responsibilities Lead a team of customer service representatives in a fast‑paced contact center. Foster a positive and inclusive work environment that promotes teamwork and employee engagement. Oversee digital branch operations and development, including customer servicing and support. Provide ongoing mentoring to improve performance and achieve goals. Establish and maintain quality assurance procedures, identify deficient areas, and execute improvements. Review call interactions to ensure professionalism, service quality, and compliance. Develop and implement training programs and ongoing development opportunities. Handle escalated customer issues with professionalism and empathy; collaborate with other departments for timely resolution. Create and manage schedules to ensure coverage during peak hours and adherence to break schedules. Develop and execute long‑term customer success strategy and roadmap; implement strategies to optimize operations. Track and monitor metrics such as call volume, response times, and customer satisfaction score; prepare reports for leadership. Collect and evaluate customer feedback on digital banking products and present to the Digital Solutions team. Stay updated on industry trends and best practices in contact center management. Oversee use of contact center software and technology to optimize efficiency and experience. Work with internal stakeholders to communicate initiatives and campaigns to customers. Serve as a member of project teams that impact the Customer Solutions Center and other bank projects. Perform other related duties as assigned. Qualifications A bachelor’s degree is preferred; high‑school diploma or equivalent required. Minimum of three years’ experience in banking or financial services. Prior three years of customer service and call center operations strongly preferred. At least three years’ experience managing teams or departments within a contact center or banking setting. Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus. Strong leadership abilities with motivation, direction, and a positive workplace. Solid understanding of banking products, services, regulations, and compliance. Knowledge of technologies used in call center operations. Proficient in MS Office, collaboration tools, and call center equipment/software; familiarity with Salesforce a plus. Adaptable and able to embrace change. Excellent problem‑solving, multitasking, time‑management, prioritization, and organizational skills. Customer‑centric mindset focused on positive experience and satisfaction. Ability to analyze complex issues, identify solutions, and make informed decisions. Effective verbal and written communication skills with customers, team members, and stakeholders. Willingness for continuous learning and growth. Equal Employment Opportunity Peoples is an Equal Opportunity Employer of women, minorities, protected veterans, and individuals with disabilities. Equal Housing Lender/Member FDIC. #J-18808-Ljbffr Peoples Bank