Customer Experience Center Manager

FARMERS BANK & TRUST COMPANY OF MAGNOLIA; Magnolia (AR); On-site; USD 42,000 - 62,000; Full time

Job summary

FARMERS BANK & TRUST COMPANY OF MAGNOLIA in Magnolia, AR is seeking a Contact Center Manager to oversee the Customer Contact Center and iTeller staff. You will supervise training, scheduling, and performance, ensuring high-quality service and efficient operations.

The role requires directing cross-functional activities, handling escalations, coaching teams, and coordinating with other departments to maintain policy compliance and excellent customer experience.

Qualifications

• High school or GED plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operations, etc.
• 4 years related experience and/or training.
• Must provide service with HEART to internal and external customers.

Responsibilities

• Oversee the team of Contact Center and iTeller employees who handle customer and employee service inquiries and problems via the phone, Interactive Teller Machines (ITM), chat/direct messaging, and/or e-mail. Monitors operations to ensure adherence to service level standards and company/department policies and procedures. Ensures adequate phone coverage, including making decisions regarding scheduling changes. Acts as an escalation point for resolving the most difficult customer issues. Evaluates the quality of Customer Service employees' calls with customers; provide feedback to the representatives on strengths and areas of improvement.
• Communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction. Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
• Provides coaching and mentoring to Call Center and iTeller teams, including the team leaders and representatives. Evaluates and recommends streamlining opportunities and process improvements, implementing those that are selected. Track and report contact center performance against objectives and goals (i.e. quality. call volume, customer satisfaction, etc.) Manages the Call Center ticketing system to ensure that tickets are handled appropriately and dosed in a timely manner.

Education

High school or GED, specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operations, etc.

Job description

FARMERS BANK & TRUST COMPANY OF MAGNOLIA in Magnolia, AR is seeking a Contact Center Manager to oversee the Customer Contact Center and iTeller staff. You will supervise training, scheduling, and performance, ensuring high-quality service and efficient operations.

The role requires directing cross-functional activities, handling escalations, coaching teams, and coordinating with other departments to maintain policy compliance and excellent customer experience.