Dividend - Operations Manager, Call Center

Fifth Third Bank, N.A.; Cincinnati (OH); On-site; USD 80,000 - 110,000; Full time

Job summary

Fifth Third Bank, N.A. is seeking an experienced Call Center Operations Manager in Cincinnati, OH. You will coordinate staffing, lead a team, and drive customer service excellence across telephony operations.

The role emphasizes process improvement, budget accountability and risk-aware decision-making with a focus on delivering positive customer experiences and reliable service levels.

Qualifications

• Bachelor's degree or equivalent work experience is required.
• 3+ years of experience as a call center manager.
• Strong staff development and leadership skills.
• Outstanding organizational and time-management skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Team-oriented attitude.
• Strong relationship-building skills internally and externally.
• Proficient with Microsoft Office (Word/PowerPoint/Excel).

Responsibilities

• Determine call center operational strategies by assessing needs and defining service standards.
• Develop call center systems and interfaces, test plans, and implementations.
• Maintain and improve call center operations by monitoring performance and resolving problems.
• Maintain equipment; plan updates, preventive maintenance and upgrades.
• Meet financial objectives by budgeting, scheduling expenditures and analyzing variances.
• Prepare call center performance reports.
• Keep professional knowledge by tracking trends in operations management.
• Accept new requests and explore value-adding opportunities.

Skills

Call center management

Staff development

Organizational skills

Communication skills

Customer service orientation

Team player

Relationship building

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

Cincinnati, OH

Full time

R71627

GENERAL FUNCTION:

Responsible for managing and coordinating activities of employees providing telephone customer support services. The Call Center Operations Manager will also be responsible for making any necessary changes in staffing based on the day of the week, sales promotion and other anticipated events.

All employees are responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience. Operating within the Bank’s risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Determine call center operational strategies by conducting needs assessments, defining user requirements, and establishing customer-service standards.
• Develop call center systems by developing customer interaction and voice response systems, and voice networks; design user interfaces; develop and execute user acceptance test plans; planning and controlling implementations.
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems
• Maintain equipment by evaluating and installing updates; develop preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Prepare call center performance reports
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Perform other duties as assigned

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid and constructive feedback; developing employees to their full potential and providing challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE & SKILLS REQUIRED:

• 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
• Outstanding organizational and time management skills
• Excellent verbal and written communication skills
• Strong customer service orientation
• Team-oriented attitude
• Strong relationship building skills both internally and externally
• Demonstrates good knowledge of Microsoft Office, including Word, PowerPoint, and Excel

Dividend - Operations Manager, Call Center

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION -- Cincinnati, Ohio 45242

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

Fifth Third is a bank that’s as long on innovation as it is on history. Since 1858, we’ve been helping individuals, families, businesses and communities grow through smart financial services that improve lives. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.