Customer Service Manager II

Location: Cincinnati
Posted on: November 20, 2024

Job Description:

GENERAL FUNCTION: Provides leadership to customer service team so overall departmental service and productivity goals are met. Focuses on the customer service impact of everything done in the Call Center. Handles highly complex customer or serviceissues.

ESSENTIAL DUTIES & RESPONSIBILITIES:

* Works with Call Center supervisors to develop staff knowledge and skills to provide outstanding service. Serves as a customer service role model to others.

* Manages overall department on a given shift. Manages assignments of Supervisors to ensure efficient and effective management of Call Center professionals, including schedule adherence, average call time and quality.

* Works with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement.

* Encourages and develops sales skills in employees. Develops sales development skills in supervisors. Promotes cross selling and up selling of products and services.

* Identifies staff training and development needs and works with Call Center management team to develop the most effective approach to address need.

* Continually reviews department and Bank processes, procedures and policies to insure they are designed to meet customer needs. Makes recommendations for improvements within the department.

* Promotes teamwork and the cross training of employees.

* Participates in setting departmental performance measurements and holds staff accountable to them.

* Handles complex customer issues and provides follow through to customers and senior management.

* Provides evaluations and recommendations of resources needed to accommodate increases in volume due to mergers, acquisitions, centralization, and new business. Assists in implementing these improvements.

* Ensures appropriate escalation of customer service, operational and/or employee problems.

* Manages departmental initiatives/projects and provides feedback to management (i.e., customer surveys and referral programs).

* Assist in developing rotational programs to develop supervisors.

* Works with Call Center management team to manage FTE usage, productive on phone time and overtime.

* Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: This position requires the management and development of Supervisors and Customer Service Professionals. Responsible for providing employees timely, candid and constructive performance feedback; developing all employees totheir fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments. Responsible for employee satisfaction and turnover. Administers human resource policies and procedures in a fair and consistent manner.

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