Dividend - Operations Manager, Call Center

Fifth Third; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH is seeking an experienced Call Center Operations Manager to oversee a team delivering telephone customer support. You will adjust staffing for promotions and events while ensuring risk controls and a positive customer experience.

You will drive operational strategies, monitor performance, manage budgets, and lead staff development to foster growth and service excellence across the call center.

Qualifications

• Bachelor's Degree in related field or equivalent work experience.
• 3+ years' experience as a call center manager.
• Strong staff development and leadership skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Team-oriented attitude and relationship building.
• Proficient with Microsoft Office (Word, PowerPoint, and Excel).

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; pursuing repairs; evaluating 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.

Skills

Call center mgmt

Leadership

Communication

MS Office

Staff development

Organizational skills

Time management

Customer service

Team player

Relationship building

Education

Bachelor's degree

Tools

CRM software

Workforce management

Job description

Make banking a Fifth Third better. We connect great people to great opportunities.

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.

Introduce yourself to our team to stay connected on future opportunities. We look forward to finding the right place for you. Fifth Third is a bank that is 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.