Virtual Call Center Operations Manager

Are you interested in managing a virtual call center? Our hybrid work model consisting of working from both a JP Morgan Chase site as well as your home location in Atlanta, GA to lead and manage a dynamic highly motivated team of up to 150 specialists and 8 account supervisor with all of your technology equipment provided by Chase. 

As an Operations Manager in the Virtual Call Center, you will demonstrate a strong understanding of client success management, balance their focus on driving business results while offering options and finding solutions to motivate and support their team while helping our customers.

Job responsibilities: 

• Strong organizational skills and understanding of the challenges of working virtually and overseeing a team of 100% home-based employees
• Strong experience with managing, developing, coaching, and motivating front line managers 
• Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team
• Ensuring that a high professional standard is achieved, monthly targets and KPI targets are met, by specialists and Account Supervisors
• Ensuring targets are delivered through people management, performance review, reward, and individual recognition
• Determining individual coaching strategies and training needs by listening to client success calls daily and developing a strategy that fits the individual client success employee but remains consistent with our standard processes and procedures
• Preparing, updating, and delivering ongoing training modules, to further client success employee’s education and correct mistakes
• Overseeing scheduled performance reviews for client success employees to assure they have a strong understanding of their strengths and areas of improvement
• Identify ways to support inclusion and diversity

Required qualifications, capabilities, and skills:

• High School diploma/GED required
• 10 plus years leadership experience in at least one of the following fields: branch banking, home lending, community development, service operations or small business
• 5 plus years of call center experience 
• Home Location must reside within the Atlanta Metro area where your staff will be located
• 5 years customer interaction or customer support experience, either by phone or face-to-face
• Able to be on-site at a JP Morgan Chase work location for part of the work week as well as have a safe and noise free work environment in your residence
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment 
• Ability to travel up to 25% of the time

Preferred qualifications, capabilities, and skills:

• Bachelors Degree Preferred
• Bilingual fluency in Spanish and English Preferred

Work Schedule:

Work schedules will vary. Candidates must be willing to work schedules during our operating hours 6:00am to 12:00am, which include evenings and weekends. Specific information will be provided by the Recruiter.

This role does not offer visa sponsorship.

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any