Strategic Call Center Operations Leader

Fifth Third; Cincinnati, Northern (OH, KY); 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 lead and coordinate a team delivering telephone customer support. You will shape staffing, schedules, and performance to meet service standards and risk controls.

Responsibilities include developing call center strategies, managing systems, reporting on performance, and coaching staff to enhance the customer experience while aligning with bank policies and budgets.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years’ experience as a call center manager.
• Strong staff development and leadership abilities.
• Excellent verbal and written communication skills.
• Strong customer service orientation.

Responsibilities

• Determine call center strategies by needs assessments and standards.
• Develop systems for customer interaction and voice networks.
• Maintain and improve operations by monitoring performance and solving problems.
• Meet financial objectives by budgeting and analyzing variances.
• Prepare call center performance reports.
• Provide feedback and develop employees to grow.

Skills

Leadership

Communication

Customer service

Microsoft Office

Education

Bachelor's Degree or equivalent

Tools

Call center software

Job description

Fifth Third Bank in Cincinnati, OH is seeking an experienced Call Center Operations Manager to lead and coordinate a team delivering telephone customer support. You will shape staffing, schedules, and performance to meet service standards and risk controls.

Responsibilities include developing call center strategies, managing systems, reporting on performance, and coaching staff to enhance the customer experience while aligning with bank policies and budgets.