Call Center Manager

POSITION SUMMARY:

Provides leadership and management to the Call Center/IVR channel of the Bank.  Oversees the employees of the Call Center in the achievement of sales, service, and operational objectives.  Ensures prompt, efficient, and high level customer service of account maintenance and service changes consistent with our brand. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Leads the Call Center staff towards the achievement of established goals and objectives (i.e., sales production, service quality, growth, profitability).

2. Ensures accurate and timely customer service is provided by the Call Center.

3. Assists with the researching, recommending, and implementing of Call Center initiatives and strategies.

4. Prepares monthly reports on departmental, channel, sales and service results.  Analyzes results and recommends changes.

5. Responsible for the development and monitoring of the Call Center operating budget and the financial management of the assigned areas to create maximum value for the organization.

6. Maintains a working knowledge of all regulatory compliance and operational policies and procedures.

7. Ensures that an adequate internal control environment exists and is functioning appropriately within the assigned department and areas of responsibility.

8. Oversees all aspects of customer problem resolution.  Ensures all staff is able to quickly research and solve problems to customers? satisfaction.

9. Supervises, and at times, performs accurate, efficient transactions to customer accounts.

10. Stays abreast of environmental, technical and regulatory developments that affect the Rainier Pacific?s operations including a working knowledge of customer regulatory compliance and operational policies and procedures.

11. Exercises an appropriate level of courtesy, tact, and professional communications in dealing with others.

12. Supports and encourages the future-focused, results-driven, values-based sales and service culture throughout the organization.

13. Completes business plan goals as assigned and reports results to appropriate parties, verbally or in writing.

14. Participates in the development of Rainier Pacific?s vision, mission, values, and strategic direction, and has a responsibility to convey, model, and carry out such.

15. Develops and maintains ethical and professional relationships with key vendors in an effort to obtain additional value for the organization.

16. Contributes toward effective team problem solving with staff, peers, and Management.  Consistently demonstrates corporate values; encourages and coaches others to consistently demonstrate corporate values. Assists team members to achieve their goals.

17. Contributes to a favorable public image of Rainier Pacific by establishing and maintaining professional relationships and participation in civic and community activities.

18. Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Supervises Call Center.  Is responsible for coordinating and evaluating all employees in assigned units.  Carries out supervisory responsibilities in accordance with the company?s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems.

QUALIFICATIONS AND REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor degree (B.A.) or equivalent: or three to five years related management experience and/or training, or equivalent combination of education and experience.  Four years? plus supervisory skills experience required. Knowledge of local, state, federal laws, and regulations applicable to the financial industry. Position requires fundamental personal computer skills using word processing and spreadsheet programs (i.e. Word for Windows and Excel).

Language Skills

Ability to read and comprehend instructions, correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to members/customers and other employees of Rainier Pacific.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Possesses the ability to apply mathematical concepts to practical business conditions.

Reasoning Ability

Ability to define problems, collect data, establish facts and draw valid conclusions.  Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. 

Licenses or Certificates

Must be bondable.

Current drivers license.