Customer Experience Manager

BankPlus Customer Service Center Manager

At BankPlus, we strive to add value for our employees, customers and shareholders. We are a high-performing team committed to fulfilling promises, building lasting relationships, and making dreams come true. All current employees must have a performance rating of Outstanding or High-Performing to be eligible to post for a position.

General Position Scope:

Responsibilities focus on providing management and oversight for the Customer Service Center and call center ACD phone system. Oversees all day-to-day functions of the department.

Duties and Responsibilities:

• Provide strong, dynamic leadership to mentor, develop, and guide team members to consistently deliver best-of-class service. Manage processes to ensure continuous improvement of the customer experience.
• Develop and maintain effective organization of responsibility for the CSC team, including efficient interviewing/onboarding, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.
• Responsible for implementing and monitoring daily routines of the department. Communicate daily team goals and progress on projects and other team objectives.
• Develop and execute an effective training and performance monitoring plan for agents.
• Develop operational strategies and business processes and continuously look for improvement opportunities. Research and implement tools and methodologies, which improve efficiency, increase customer (internal and external) satisfaction.
• Manage and oversee a team of subordinate managers, which includes coaching and developing frontline leadership staff to effectively lead their team members.
• Foster, promote, and contribute to a positive team environment.
• Responsible for selection and evaluation of employees. Evaluate the performance of all CSC Agents and Supervisors.
• Ensure optimal phone coverage by achieving a 90/10 SLA. Conducting effective resource planning to maximize productivity (people, technology, etc.). Identify scheduling and staffing needs through statistical volume forecasting.
• Responsible for payroll reporting.
• Handle escalated customer complaints and resolution of problems.
• Responsible for handling after-hours employee calls and issues.
• Function as iTalk and Genesys System Administrator; monitors, supports, and manages all areas of technology unique to the CSC workgroup, including phone hardware and software. Provide support to other areas of the bank utilizing the Genesys software for call routing.
• Maintains, tests, and documents the annual business resumption and continuity plan for the CSC and disaster recovery testing, which includes the IVR, voicemail routing, IP lines, etc.
• Maintain a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank's standard of conduct.
• Participation in the bank's High-Performance Rewards Connections program.
• Make referrals to the Mortgage Center and Wealth Management.
• Other duties as assigned.

Position Requirements:

• Bachelor's Degree required.
• Five (5) or more years of similar or related experience in management, preferably in a banking and/or call center environment.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Highly effective leadership and analytical skills. Must be organized, reliable, and results driven.
• Ability to develop and oversee results-oriented training and professional development programs for frontline team members.
• Ability to effectively manage many employees and projects simultaneously.
• Direct dealings primarily with vendors and internal/external customers, as needed.
• Advanced computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook.
• Experience with contact center software and telephony applications preferred.
• Excellent verbal and written communication skills.
• Extensive reading, comprehension, and problem-solving skills.
• Work outside of regular business hours on a frequent basis.
• Ability to make difficult decisions and handle multiple tasks with daily deadlines.

BankPlus is an Equal Opportunity Employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.