Lead Call Center Operations & Customer Experience

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

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.