Call Center Manager

JOB SUMMARY

The Customer Solutions Center Manager role involves leading and managing a team of customer service representatives within a contact center environment that supports digital banking, treasury management, general banking inquiries, and the digital branch. This position is responsible for developing and executing strategies to optimize operations, enhance customer satisfaction, and meet performance metrics such as customer satisfaction, net promoter score and call response times. This position also provides continuous coaching and feedback to team members to improve productivity and service quality, alongside handling escalated inquiries, and fostering a positive work environment. The responsibilities extend to overseeing training programs, ensuring adherence to quality assurance measures, and oversigh...

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