Contact Center CSR Manager
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Job Description
Contact Center CSR Manager leading remote customer service teams for U.S. Bank. Improving service quality, staffing, compliance, and operational performance.
Responsibilities:
- Manage customer service staff handling customer inquiries, investigations, questions, and problem resolution
- Maintain high-quality customer service and current knowledge of products and services
- Develop processes and tools to improve service levels
- Ensure efficient and professional customer service operations across telephone and written communications
- Coach contact center personnel within the site location
- Work with leadership and other managers to communicate and execute departmental goals and vision
- Ensure compliance with internal policies and procedures
- Respond to internal audits and certifications
- Participate in developing and enhancing equipment and training procedures and programs
- Develop, implement, and maintain department operating policies and procedures
- Implement and monitor tracking and performance-monitoring mechanisms
- Manage operations by planning and scheduling activities, staffing appropriately, and meeting volume and quality standards
Requirements:
- Bachelor's degree, or equivalent work experience
- Three to five years of relevant experience
- Strong customer service and problem-solving skills
- Advanced knowledge of operational functions, systems, policies and procedures of assigned area
- Basic understanding and practical application of applicable laws and regulations
- Effective leadership skills
- Strong verbal and written communication skills
- Working knowledge of computer applications used in area
- Must comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies
- Must be able to work Monday-Friday, 11am-7pm CST, rotating weekends (every 4th weekend all weekend), and bid for holidays
Benefits:
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution and pension
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