Call Center Manager

Job Summary

The Call Center Manager supports various Branch Banking processes with escalated customer inquiries. The Manager ensures appropriate staffing is maintained during the scheduled hours of operation and system applications facility accommodations are support operative. The Call Center Manager provides coaching and training within designated service areas.

Essential Duties

• Work effectively with internal and external business partners in the design, implementation and operation of a centralized customer service call center.
• Integrate call routing, call prioritization, and call type designations (workgroups) within an automated call distribution system for the implementation of skills based routing to call center associates based on each individual’s skill set.
• Identify and implement process improvements within the Voice Response Unit (VRU) in order to improve the percentage of calls that achieve 100% servicing through automation and minimizing the need for transfers to call center associates.
• Develop job descriptions for call center positions, providing an infrastructure that supports all aspects of a centralized call center operation and focused on delivering superior customer service and recognizing various skill levels within the call center resources.
• Develop customer service key measurements to maximize staff utilization and capacity, while ensuring the achievement of performance standards.
• Meet service goals in the areas of average speed of answer, average handle time, abandoned call rate, and overall service level (ex. 90% of calls answered within 60 seconds).
• Develop, monitor, and coach call center resources with the goal of meeting customer expectations and department performance metrics.
• Create, maintain and analyze call center metric reports identifying trends and events and taking appropriate action to respond to changes in call volumes or call type trends.
• Forecast staffing requirements and make necessary changes in scheduling based on monthly and day of the week volume variations, marketing promotions, and other anticipated events.

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. Acts as the control point for the office to ensure that all CIP, BSA, OFAC requirements, procedures and time frames are met.

Required Knowledge

• Privacy Laws
• Identity Theft – Red Flags
• Bank Secrecy Act / AML / Suspicious Activity Reporting / FEAR
• FDIC Insurance
• Regulation CC
• Regulation DD
• Regulation D
• Regulation E (EFT)
• Regulation E – Error Resolution
• Knowledge of Visa and MasterCard Rules and Regulations

Basic Knowledge, Skills and Abilities

• Clear understanding of the English Language (Spoken & Written)
• Microsoft Office Products (Excel, Word)
• Basic Mathematics and Analytical Skills
• Strong Customer Service Skills
• Strong typing skills
• Time Management Skills
• Excellent Communication Skills
• Critical Thinking, Judgment & Problem Solving Skills
• Ability to actively listen & learn
• Ability to use oral communication techniques to sell products or services
• Ability to respectfully communicate with managers, supervisors, and co-workers
• Ability to effectively deal with unpleasant, angry or discourteous people

Equipment Operated

• Desk Top Computers and associated software programs
• Phone System to include Queue Monitoring and Report Production
• Standard Office Equipment (copiers, fax machines, scanners, telephones)

Physical Requirements & Work Environment

• Requires repetitive movement.
• Requires sitting for prolonged periods of time.
• Requires lifting up to 25 lbs.
• Requires using hands to handle, control or feel objects.
• Office setting with controlled temperature.

Education and Experience

• Bachelor’s Degree or equivalent work experience required.
• 1+ years of credit underwriting experience.

Additional Requirements

• Professional business attire.
• Scheduling flexibility based on department needs (Saturdays may be required).

This job description is not intended to be all-inclusive, and employees will be required to perform additional related work duties as assigned by their immediate supervisor and/or management.

Farmers and Merchants Bank of Long Beach reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.