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Job Purpose & Scope

The Call Center Manager is responsible for providing guidance to and oversight of the call center assistant manager(s) and call center support staff. Oversees day-to-day operations within a specific Customer Care Center location and is responsible for monitoring Key Performance Indicators (KPIs), implementing process improvements, and conducting effective resource planning. Ensures the call center maintains adherence to company policies, compliance standards, and customer service best practices while fostering a high-performance culture through coaching, training, and development. Partners cross-functionally to identify and address operational challenges.

Essential Job Functions

+ Develops objectives for the call centers day-to-day activities.

+ Collaborate with peers to build effective relationships and ensure all Customer Care Centers are in alignment.

+ Monitors day-to-day operations of call center staff to ensure calls and resolution of customer issues are handled according to established policies and procedures, and that objectives are met.

+ Provides ongoing support, coaching, and feedback to agents to improve performance, customer service skills, and adherence to policies and procedures through reoccurring side-by-side call monitoring.

+ Leads monthly touch base meetings with agents and assistant managers to discuss performance, provide feedback and observations, and explore career interests and development goals.

+ Tracks agent availability and prepares regular individual reviews to keep agents on track and within compliance of the availability policy.

+ Creates and nurtures effective work relationships with supervised staff to motivate, coach, and retain staff.

+ Guides staff in effective customer service communication standards and processes.

+ Guides call center assistant manager(s) in effective leadership practices.

+ Organizes and plans implementation of strategic initiatives provided by senior call center management.

+ Resolves complex and/or highly sensitive customer complaints and conducts requisite follow up with the appropriate party as appropriate.

+ Conducts resource planning by monitoring KPIs, staffing levels, and coordinating staff scheduling to meet business needs.

+ Travels as required for business functions supported by the call center staff.

+ Works extended hours during the week and on weekends, as necessary.

+ Regularly exercises discretion and judgment in the performance of essential job functions.

+ Maintains good punctuality and attendance to work.

+ Follows Bank policy, procedures and guidelines.

Knowledge, Skills & Abilities

+ Comprehensive knowledge of online banking software and Customer Care policies and procedures.

+ Knowledge of card systems and imaging systems.

+ Ability to effectively communicate both verbally and in writing with senior leaders, including presenting to groups of various sizes.

+ Demonstrated ability to deliver clear, constructive feedback and effective coaching to support employee learning and performance.

+ Ability to demonstrate excellent customer service, critical thinking, analytical and problem-solving skills.

+ Ability to work independently without close supervision.

+ Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

+ Ability to develop and motivate staff to achieve team goals.

+ Ability to develop, interpret and provide staff guidance on bank policies and procedures while maintaining strict confidentiality and bank secrecy.

+ Ability to work flexible hours, including evenings and weekends when needed.

+ Skill in using computer and Microsoft Office, including Word, Excel, PowerPoint and Outlook.

Basic Qualifications

+ High school diploma or equivalent required; associate or bachelor’s degree preferred.

+ Minimum of four (4) years of work experience in a call center, customer service and/or retail environment required.

+ Minimum of two (2) year of supervisory experience required.

+ Minimum of two (2) years of experience with Microsoft Word and Excel required.

+ Minimum of two (2) years’ experience working with core banking software (e.g., Fiserv Premier) and the applicable interfaces to a core banking software platform preferred.

Job Expectations

Job Expectations: O perate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.