Bank Call Center Team Manager

About the position

The Bank Call Center Team Manager at EverBank N.A. is responsible for overseeing a small customer support team, focusing on improving service quality, achieving customer care goals, and enhancing client relationships with the contact center. This role involves establishing work procedures, organizing training programs, and managing team performance to ensure exceptional customer service delivery.

Responsibilities
? Oversee daily activities of the customer support team.
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? Establish work procedures and processes to support organizational standards.
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? Ensure timely and efficient handling of customer service calls.
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? Organize training programs to enhance team members' client service knowledge.
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? Identify system and workflow improvements to enhance service quality.
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? Maintain and track client call performance data and compile reports for senior management.
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? Manage team performance through regular feedback and formal performance reviews.

Requirements
? 3+ years of experience in a customer support role, preferably in a banking environment.
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? Experience as a lead or people manager in a contact center environment.
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? Knowledge of banking rules and regulations.
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? Ability to coach junior team members effectively.
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? Willingness to research new policies and procedures.
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? Ability to work with multiple bank systems (e.g., IBS, Client Connect).

Nice-to-haves
? 5+ years of experience in a relevant field.

Benefits
? Health insurance
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? Wellness programs
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? Work-life balance offerings

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