Call Center Operations Manager

Glacier Bancorp, Inc.•Missoula, MT

4d•Onsite

About The Position

The Call Center Operations Manager is responsible for leading and overseeing the daily operations and performance of the bank’s customer service call center. This leadership role ensures that customer inquiries are handled promptly accurately and in alignment with the bank’s commitment to exceptional service and community-focused values. This position requires strong operations leadership, sound judgement, and the ability to maintain service standards while supporting a positive and customer-centric environment. The Call Center Manager will be a working manager, who personally takes customer calls alongside their team to model the way and ensure the highest level of customer service. The Call Center Operations Manager contributes to strengthening community relationships and advancing the bank’s mission of delivering trusted and personalized financial service that goes beyond the industry standard, staying true to our tradition of exceptional service.

Requirements

Three to Five years of similar or related experience including management and/or supervisor experience.
Bachelor’s degree or equivalent combination of education and experience.
Working knowledge of standard office equipment. Skills in areas related to computer operation/use including working knowledge of Microsoft applications and ability to learn new systems/applications.
Communicate Effectively: both verbally and in writing with others in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques. Demonstrate soft phone skills by treating all internal and external customers in a polite and courteous manner.
Customer Service: We are community inspired and pride ourselves on offering exceptional service to both our internal and external customers. We expect you, as an employee, to support our values and visions of Integrity, Service and Success.
Teamwork: Demonstrate ability to work independently and as part of a team. Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness.
Professionalism: Exhibit a professional manner in dealing with others; work to develop and maintain cooperative and positive working relationships; represent the bank in a positive manner; maintain credibility with others.
Ethical Behavior: Model high standard of honesty, integrity, trust, and openness. Understand and follow through with appropriate standards of conduct and moral judgment; willing to act outside the norm when needed to adhere to ethical principles. Communicate and demonstrate actions in a consistent manner. Respect others, regardless of individual capabilities, agendas, opinions or needs.
Confidentiality: Maintain strict confidentiality regarding any information obtained during performing job duties; adhere to Bank policies and procedures regarding confidentiality.
Quality Management: Adhere to guidelines, protocol, policies, and procedures and supervisory directives; improve and promote work quality; demonstrate accuracy, thoroughness, and attention to detail; strive to achieve good results.
Adaptability: Adapt positively to change; manage competing demands and effectively handle changes, delays and/or unexpected events with a positive attitude.
Planning and Organization: Prioritize, organize, and plan work; use time efficiently; and achieve results within time frames. Complete work in a timely, accurate manner and be conscientious about assignments and deadlines.
Judgment/Problem Solving: Display ability and willingness to make sound decisions; identify and resolve problems in a timely and positive manner; exhibit sound judgment; appropriately handles both routine and non-routine situations.
Individual Responsibility and Accountability: Accepts responsibility for own work performance; accepts responsibility for own actions and outcomes and does not blame others. Demonstrate willingness to take initiative in performing job duties, resolving issues, and making suggestions for improvement. Conduct follow-through and meet commitments and agreements in a timely manner; relied upon by others as a source of valid information.
Initiative: Identify and seize opportunities. Display an independent, energetic enthusiasm and readiness to undertake or experiment to improve the organization.
Results Oriented: Focus efforts and energy on successfully attaining clear, concrete, accurate, timely, and measurable outcomes of importance to the organization. Persistent even when challenged by obstacles or opposition. Achieve goals and bring projects to completion. Investigate, calculate, and proceed through a project or task to bring about a conclusion. Persistent and focused when faced with a series of challenging or uncertain situations. Demonstrate a concern for working well or competing against a standard of excellence.

Responsibilities

Supervise call center staff, monitor and improve service quality and efficiency, manage workflows and foster a culture of professionalism and ownership.
Perform call center representative responsibilities on a daily basis to model effective customer service behaviors and uphold service excellence. The Call Center Manager is expected to personally answer approximately 20% of incoming calls while providing leadership and support to a team of 2-3 employees.
Perform call monitoring to evaluate customer service level performance and training needs within the call center environment.
Collaborate closely with branch teams and internal departments to ensure seamless customer support and resolution of service needs.
Provide leadership and management to assigned staff and to the quality of services provided to customers. Communicate clearly and effectively with staff to provide instruction, guidance and to develop trust and respect. Actively develop direct reports through training, performance coaching and regular observation and feedback.
Oversee and complete all projects as assigned. Provide quality control as needed/requested to ensure services are provided in compliance with established bank policies and procedures, industry standards, and current federal and state standards, guidelines, and regulations.
Provide technical support and assistance by addressing and resolving customer issues and problems. Respond to questions and inquiries quickly and accurately. Resolve more complex or sensitive issues as needed. Provide input on issues affecting the operations department, work units within operations, and/or the bank.
Provide training to new and current staff to ensure the most efficient and courteous service possible. Ensure staff have thorough understanding of all phases of their job including complete training and knowledge of job functions, products, policies, and procedures. Maintain open communication between staff, supervisor, and others.
Effectively and positively lead team through change while demonstrating positive attitude and behaviors. Support department, division, and company initiatives. Identify and effectively resolve problems. Maintain team schedules to always ensure adequate coverage. May conduct or assist with hiring team members within area of responsibility.
Prepare management and other reports as needed/requested and analyze reports to identify and monitor trends. Remain current on new products and services for potential use in bank and to ensure current products are accurate, timely, and responsive to market and needs of bank and customers. Make recommendations for improved services and their delivery.
Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Maintain strict confidentiality of customer’s personal and financial information.
Develop and improve skills through training programs and regular feedback discussions with supervisors which help further professional development. Participate in all training sessions and complete all assigned OnCourse compliance courses and achieve a passing score by due date.
Adhere to First Security Bank’s core values; represent the bank in a professional manner which includes a professional image, confidentiality, positive ‘can-do’ attitude, good attendance, punctuality, flexibility, and adaptability in meeting internal and external customer needs.
Display excellent customer service with both internal and external clients. Embody First Security Bank’s “Welcome” tenets:
Must be capable of regular, reliable, and timely attendance to accomplish essential job functions including in-person contact with internal and external customers.
Position performs other duties as needed/assigned.