Business Service Team Assistant Call Center Manager I

This individual is directly responsible for the day-to-day management of the business services team within the corporate customer service center. The incumbent is responsible for ensuring that team members adhere to expected levels of service and provide a superior level of support to our business customer base. 

Manages Inbound Business Call & Email Activity

• Manages the overall performance of multiple business customer support specialists.
• Ensures a superior level of customer service by monitoring customer/agent interactions and/or requests.  Also ensures team members are following the appropriate service standards when dealing with bank customers. 
• Handles scheduling to ensure adequate staff coverage and monitors volumes and trends to maximize utilization. 
• Works to gain efficiencies in processing and procedures to maximize first call resolution whenever possible. 
• Handles the most complex customer complaints and problems without assistance by making independent decisions. Can instill a sense of confidence with these customers based upon accurate content and confident delivery.
• Maintains a comprehensive knowledge of bank products, services, policies, and procedures to ensure regulatory and compliance requirements are consistently adhered to.  
• Ensures bank and departmental quality of service by identifying common/recurring problems, making recommendations for improvement, and working with appropriate teams within the bank for analysis and possible implementation of resolutions or changes.
• Must be able to motivate, encourage and retain staff.

Recruitment, Staff Development and Quality Assurance

• Assists with the recruiting process and training of new staff members.
• Manages performance deficiencies and regularly provides both formal and informal feedback to Business Service Specialists.
• Responsible for consistent performance evaluations of team members.
• Maintains strong communication and coaching skills to ensure performance feedback is consistently provided through regularly scheduled and on the spot observations. 
• Holds self accountable for team’s performance by providing resources, support, and clear and concise performance standards.

PROBLEM SOLVING & DECISION MAKING:

• Is responsible for reporting service trends or patterns found in customer escalations to senior management in a timely manner.  Has the authority to act upon these escalations and make policy exceptions to ensure customer satisfaction. 
• Is responsible for identifying, analyzing, and resolving the more complex customer impact situations by making sound decisions, which compare customer satisfaction requirements against the associated exposure to the bank. 
• Communicates with various business partners and senior management to support, strategize and facilitate objectives for quality and process improvement initiatives.

Performs additional duties as needed

REQUIREMENTS:       

Education and Experience

• Bachelor’s Degree or related knowledge/skills base gained through experience preferred.
• Strong service background required.
• Supervisory experience required.
• A minimum of two years experience in retail banking, customer service and/or operations.

Skills/Knowledge

• Proven management skills.
• Strong problem resolution skills.
• Excellent verbal and written communication skills, organizational, and interpersonal skills required.
• Knowledge of Call Center technologies and Microsoft applications is a plus.
• Possesses an advanced level understanding of the FIS Banking systems a plus.