Call Center Operations Leader

Fifth Third Bank; Cincinnati (OH); On-site; USD 70,000 - 95,000; Full time

Job summary

Fifth Third Bank in Cincinnati seeks a Call Center Operations Manager to lead a team delivering telephone customer support. You will shape staffing, customer-service standards, and systems while driving risk-aware, high-quality service.

The role emphasizes strong leadership, process improvement, and collaboration across departments to meet financial objectives and enhance customer experience.

Qualifications

• Bachelor’s Degree in related field or equivalent work experience.
• 3+ years’ experience as a call center manager.
• Strong staff development skills and leadership ability.
• Excellent organizational and time management skills; strong verbal and written communication.
• Strong customer service orientation and team-oriented attitude.
• Strong relationship building skills internally and externally.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel).

Responsibilities

• Determine call center operational strategies by conducting needs assessments and defining customer-service standards.
• Develop call center systems, interfaces and test plans; plan and control implementations.
• Maintain and improve call center operations by monitoring performance and resolving problems.
• Maintain equipment via updates and preventive maintenance.
• Meet financial objectives by budgeting and analyzing variances.
• Prepare call center performance reports and strive for continuous improvement.
• Stay current with trends in call center operations management.
• Support organizational goals by taking ownership of new requests and adding value.

Skills

Leadership

Call center management

Staff development

Time management

Verbal and written communication

Customer service orientation

Teamwork

Relationship building

Microsoft Word

PowerPoint

Excel

Education

Bachelor’s Degree in related field or equivalent work experience

Tools

Microsoft Office

Call routing systems

Job description

Fifth Third Bank in Cincinnati seeks a Call Center Operations Manager to lead a team delivering telephone customer support. You will shape staffing, customer-service standards, and systems while driving risk-aware, high-quality service.

The role emphasizes strong leadership, process improvement, and collaboration across departments to meet financial objectives and enhance customer experience.