Contact Center Customer Service Manager

U.S. Bank is on a journey to help customers and businesses make better financial decisions. The Contact Center Customer Service Manager is responsible for managing customer service staff, ensuring high-quality service, and developing processes to enhance customer interactions.

Responsibilities:

• Managing customer service staff in receiving customer inquiries, investigating requests, answering questions and resolving problems
• Maintaining a high level of quality customer service
• Maintaining a current knowledge of products and services, developing processes or tools which improve the level of service provided and taking actions that ensure an efficient and professional customer service operation in dealing with both telephone and written communications with customers
• Coaching all contact center personnel within site location and working with leadership and other managers to provide leadership and direction by communicating and carrying out departmental goals and vision
• Ensuring compliance to applicable internal policies and procedures; responding to internal audits and certifications
• Participating in the development and enhancement of equipment and training procedures and programs which support products and services
• Developing, implementing and maintaining new and revised department operating policies and procedures to increase quality of service and productivity
• Implementing and monitoring tracking and performance monitoring mechanisms
• Managing the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities, ensuring assigned operations area is adequately staffed and volume of work produced meets product/service standards and exceeds 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